Support Technician II, DC

SanMar Corp.; Ashland (VA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401k match

Life insurance

Short/long-term disability

Paid maternity/paternity leave

Pet insurance

Paid time off & holidays

Job summary

SanMar Corp. in Ashland, Virginia seeks a Support Tech II to provide Tier I and II IT support for the Distribution Center, handling calls, tickets, and desk-side assistance.

You will document issues, assist with AV setups, onboard/offboard IT resources with HR, and contribute to project duties in a fast-paced warehouse environment.

This role emphasizes strong customer service, communication, and the ability to adapt to changing priorities while maintaining security and reliability.

Qualifications

• At least 1 year of IT support experience or equivalent education/training.
• Experience troubleshooting PC hardware and software issues.
• IT certifications preferred (A+, Net+, CCENT, Microsoft certs).
• Ability to provide excellent customer service and maintain a positive attitude toward the company, job, customers, and co-workers.
• Strong verbal and written communication skills.
• Ability to multi-task, prioritize, and work under pressure.

Responsibilities

• Answer calls/emails for IT-related support.
• Manage and prioritize tickets in Teams and personal queue.
• Document issue descriptions, troubleshooting steps and resolutions.
• Perform desk-side support and hardware moves as needed.
• Assist with meeting room AV setup and instruction.
• Troubleshoot and resolve hardware/software issues for staff.
• Install and support computer hardware/software including printers.
• Train staff to use computer systems and programs.
• Coordinate IT resources with HR for new hires and terminations.
• Complete project-related duties as assigned.
• Follow policy and standards.

Skills

IT support experience

Customer service excellence

Strong verbal and written comms

Multi-tasking & prioritization

Windows/macOS/Office proficiency

Basic networking & security knowledge

Education

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

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?

• 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.