Support Tech II, DC

SanMar Corp.; Jacksonville (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

SanMar Corp. is looking for a Support Tech II to provide Tier I and II technical support at their Jacksonville Distribution Center. Key responsibilities include troubleshooting hardware and software issues, assisting staff with technology problems, and ensuring outstanding customer service. This role requires strong technical skills, experience in IT support, and a positive attitude towards customers and colleagues.

Benefits

Comprehensive benefits package

Career growth opportunities

Support for health and well-being

Qualifications

• 1-3 years of IT support experience or equivalent education/training.
• IT certifications (A+, Net+, etc.) preferred.
• Ability to provide excellent customer service.

Responsibilities

• Answer incoming calls/emails for IT-related support.
• Provide desk-side support and IT equipment moves as necessary.
• Train staff on computer systems and programs.

Skills

Troubleshooting PC hardware and software issues

Customer service

Technical communication

Education

1-3 years of IT support experience or equivalent education/training

IT certifications (A+, Net+, CCENT, Microsoft certs) preferred

Tools

Microsoft Windows OS

Mac OS X

Microsoft Office Suite

Job description

At SanMar, the work you do makes a difference.

What's the Short Version?

The Support Tech II, DC provides Tier I and Tier II technical support for the Distribution Center.

What Will You Be Doing?

• Answer incoming calls/emails for IT-related support.
• Consistently manage and prioritize job (ticket) requests in teams and personal queue.
• Clearly document issue description, troubleshooting steps and resolution details in each support ticket.
• Perform desk-side support and IT equipment moves as necessary.
• Assist with meeting room AV setup and instruction.
• Provide assistance to staff and users in solving computer and warehouse technology problems.
• Provide installation and support of computer hardware and software (including peripheral devices such as printers).
• Train staff and users to work with computer systems and programs.
• Partner with HR to ensure IT resources are available for new hires and terminations are processed in a timely manner.
• Complete various project-related duties as assigned.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For?

• 1-3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent education/training
• Experience troubleshooting PC hardware and software issues
• IT certifications (A+, Net+, CCENT, Microsoft certs) preferred
• Ability to provide excellent customer service and maintain a positive, supportive attitude towards the company, job, customers, and co-workers
• Must create a high level of user satisfaction through accurate and timely follow up, strong technical skills, good customer communication, and relationship building
• Excellent verbal and written communication skills
• Excellent organization skills: demonstrating the ability to multi-task and prioritize daily responsibilities.
• Ability to work well under pressure
• Ability to complete tasks in a thorough and timely manner
• Ability to thrive in a dynamic, constantly changing environment
• Ability and energy to work on multiple concurrent projects and switch focus as necessary
• Ability to work efficiently with minimal supervision
• Proficient knowledge of: Microsoft Windows OS, Mac OS X, and Microsoft Office Suite; PC and Apple devices and peripherals; Microsoft Windows and Microsoft Office; basic networking and connectivity; basic computer security practices; Android OS
• Ability to quickly diagnose and fix problems
• Ability to follow through and document issues as well as resolutions
• Occasional after-hours and weekend work may be required

What Should You Expect?

DC Office: While performing the duties of this job, the employee is constantly required to stand and walk. The employee may lift and/or move up to 30 pounds. The employee is frequently required to reach with hands and arms, grasp and perform repetitive hand, wrist and arm motions. The employee is frequently required to climb stairs, kneel/squat, bend and carry. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Basic literacy is required for operation of machines and necessary daily paperwork. Ability to work on computer and mobile phone for multiple hours; with frequent interruptions. Work environment is moderately noisy. The employee is occasionally required to work near conveyor systems. There is exposure to dust and changes in weather conditions. Work is performed under typical warehouse conditions. Potential hazards exist with regard to machinery such as forklifts, pallet jacks, mechanized systems, etc. Work environment is hectic and fast-paced. The employee is regularly exposed to ambient lighting and can be exposed to extreme heat and extreme cold including climates consistent with outside weather conditions.

Why Work at SanMar?

Our people are at the heart of everything we do. They bring their talent, passion and dedication to work with them every day. Their hard work inspires us and gives us purpose. We love working here together.

Whether you work in our headquarters, from your home or in one of our distribution centers across North America, we believe that investing in you is just the right thing to do. Our comprehensive benefits package is designed to support your health and well-being, life balance, career growth and (eventually) retirement.

SanMar works with brands you already know, like Nike, The North Face and Brooks Brothers, as well as providing industry-leading private label apparel and accessories. Our people come to work excited to do their part, providing clothing that helps people feel that they’re a part of something special.

Here’s your chance to be a part of this story. If you’re ready to work in a place where your participation matters and your growth is a priority, we’re ready for you.

SanMar is an Equal Opportunity Employer

Whoever you are, wherever you’re from, whoever you love or follow in faith, whatever your disability or superpower status, whichever ethnicity or gender you identify with, you are welcome at SanMar.

SanMar participates in E-Verify.

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