Support Technician II, DC

SanMar; Ashland (VA); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401k with match

Life insurance

Disability coverage

Paid parental leave

Pet insurance

Annual discretionary bonus up to 5%

Job summary

SanMar in Ashland, VA is seeking a Support Tech II to provide Tier I and II IT support for the Distribution Center, handling calls, emails and ticketing.

You will document issues, perform desk-side support, assist with AV setup, deploy hardware and software, train staff, and coordinate with HR for new hires and terminations. The role requires strong customer service and the ability to work in a dynamic warehouse environment.

Qualifications

• 1+ year IT support experience or equivalent education/training
• Experience troubleshooting PC hardware and software issues
• IT certifications preferred (A+, Net+, CCENT, Microsoft)
• Strong customer service and communication skills

Responsibilities

• Answer incoming calls/emails for IT-related support.
• Manage and prioritize ticket requests in teams and personal queue.
• Document issue description, troubleshooting steps and resolution details in each 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.

Skills

IT support

Troubleshooting

Customer service

Communication

Documentation

Time management

Multi-tasking

Problem solving

Windows OS

Mac OS X

Networking basics

Security practices

Android OS

Desk-side support

Education

A+ certification or equivalent

Net+/CCENT

Microsoft certifications

Tools

Microsoft Windows OS

Mac OS X

Microsoft Office

PC hardware

Printers & peripherals

Apple devices

Basic networking

Security practices

Android OS

Job description

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?

• At least 1 year 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's Our Offer?

Salary Range: You`ll earn between $22.12 - $28.75 on an hourly basis, depending on experience.

Bonus: You`ll be eligible for an annual discretionary bonus up to 5% of base salary.

Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits:

• Comprehensive medical, dental, and vision benefits
• 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
• Life insurance
• Short/long-term disability coverage
• Paid maternity/paternity leave
• Pet insurance

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.