Support Technician II, DC

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

Benefits offered by this job

401k plan and matches $1 for $1 up to

Life insurance

Short/long-term disability coverage

Paid maternity/paternity leave

Job summary

SanMar-Internal is seeking a Support Tech II to provide Tier I and II IT support for our Distribution Center. You will handle calls and emails, manage ticket queues, document resolutions, and assist with AV setups and hardware.

The role requires strong customer service, excellent communication, and the ability to multi-task in a dynamic warehouse environment. On-site position with comprehensive benefits and opportunities for growth.

Qualifications

• 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 preferred (A+, Net+, CCENT, Microsoft certs).
• Strong customer service and positive attitude toward staff and customers.
• Excellent verbal and written communication skills.
• Strong organization and prioritization to handle multiple tasks.

Responsibilities

• Answer incoming calls/emails for IT-related support.
• Prioritize and manage ticket queue; document issues, steps, and resolutions.
• Perform desk-side support and IT equipment moves.
• Assist with meeting room AV setup and instruction.
• Provide hardware/software installation and support (printers, peripherals).
• Train staff on computer systems and programs.
• Coordinate with HR for new hires and terminations.
• Complete project-related duties as assigned.

Skills

IT support

PC troubleshooting

Customer service

Communication

Multi-tasking

Time management

Networking basics

Security basics

Android OS

IT certifications

Education

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

Tools

Windows OS

Mac OS X

Microsoft Office

Printers

Job description

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:

• 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

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in SanMar-Internal ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.