IT Support Analyst I

D&H Distributing Co.; Clearwater (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

ESOP

401k

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Gym Reimbursement

WFH Reimbursement

Employee Purchase Program

Tuition Support

Job summary

D&H Distributing Co. is seeking an onsite Technology Service Center technician in Clearwater, FL to support end-user IT needs. You will handle phone and on-site support, manage ServiceNow tickets, and assist with equipment installation and maintenance at our distribution centers.

The role requires hands-on hardware and software support, plus travel to DCs. Strong communication and problem-solving skills are essential, with 1–2 years in help desk or similar roles.

Qualifications

• Education: One year Certificate from College or Technical School; or related experience.
• Experience: 1–2 years of impeccable customer service and 1–2 years of help desk or technical support.

Responsibilities

• Provide phone, onsite, and remote end-user support (Windows).
• Provide equipment and cabling support onsite and at Distribution Centers.
• Install and teardown IT equipment onsite and at DCs.
• Use ServiceNow to create, assign, triage tickets and determine escalation path.
• Troubleshoot applications, operating systems and peripherals.
• Deploy and maintain computer hardware, IP phones, scanners, and peripherals.
• Build and image desktop hardware; replace or upgrade legacy hardware.
• Test new applications and OS for compatibility.
• Ensure asset management library accuracy.
• Assist with boxing and shipping of equipment.
• Work on site several days per week; travel to DCs as needed.

Skills

Analytical skills

Excel

Troubleshooting

Communication

Network admin

Server admin

System admin

Team player

Attention to detail

Willingness to learn

Education

One year certificate

Tools

ServiceNow

Windows OS

Desktop imaging

IP phones

Job description

This is an onsite role based in Clearwater, FL.

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

• We are empowered by our employee Co-Owners who provide the industry’s best service, and we promote a collaborative culture.
• We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
• As a D&H Co-Owner you receive numerous discounts on services.
• We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.

SUMMARY

Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide phone support, onsite, and remote end-user client support (Windows).
• Provide equipment and cabling support, onsite and at our Distribution Centers.
• Install and teardown IT equipment as needed onsite and at our Distribution Centers.
• Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
• Investigate and troubleshoot applications, operating systems and peripherals.
• Deploy and maintain computer, IP phone, scanner, and other peripherals.
• Basic network printing support.
• Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
• Test new applications and operating systems for compatibility.
• Ensure the asset management library is accurate.
• Assist with boxing and shipping of equipment.
• Required to work on site several days per week.
• Other responsibilities as assigned.
• Travel to DCs as needed.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, and/or ABILITIES

• Strong analytical skills, will require an extended knowledge of Microsoft Excel and/or other analytical software.
• Keen desire to learn & increase knowledge in network, server, & system administration.
• Strong troubleshooting skills including ability to diagnose root-cause and offer solutions.
• Ability to quickly become proficient in proprietary applications.
• Excellent written and verbal communication skills.
• Follow a process or procedures with guidance or instruction.
• Team-player attitude.
• Meticulous attention to detail.
• Willingness and ability to learn new technologies.

EDUCATION and/or EXPERIENCE

• Education
  • One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
• Experience
  • 1-2 years of impeccable customer service experience
  • 1-2 years of help desk or technical support experience