TECH SERVICES ASSOCIATE I

Smart Warehousing; Overland Park (KS); On-site; USD 42,000 - 56,000; Full time

Job summary

Smart Warehousing is seeking an IT Support Associate I to provide first and second level IT assistance for 300+ user accounts across warehouse locations. You will manage hardware lifecycles, procure equipment, deploy devices, and handle end-of-life recycling, while supporting printers and peripheral devices.

You will resolve Tier 1 tickets, manage user accounts in SWIMS, and coordinate with internal teams. This onsite role requires good communication, customer service, and flexibility to work

Qualifications

• Associates degree or higher in technology or equivalent experience.
• Experience with Microsoft Office 365 and basic networking.
• Ability to lift up to 50 lbs and travel up to 5%.
• Experience with remote desktop tools and help desk software.
• Familiarity with Windows and Mac OS environments.

Responsibilities

• Resolve Tier 1 and basic Tier 2 IT Help Desk tickets.
• Serve as initial contact for technical assistance and IT assets management.
• Track equipment and user accounts; purchase restock as needed.
• Deploy and recall IT equipment; set up new users.
• Troubleshoot and repair IT hardware including printers.
• Communicate issue details via email/phone promptly.

Skills

Customer service

Communication

Teamwork

Problem solving

Time management

Education

Associates degree or higher in technology

2+ years help desk support

Tools

Microsoft Office 365

Remote desktop applications

Help desk software

Windows

Mac OS

Networking fundamentals

Printer troubleshooting hardware

Job description

Reports To: Director Technical Services

POSITION SUMMARY: The Technical Services Associate I provides first and second level IT support to over 300 user accounts across the Smart Warehousing employee community, both in person and via remote support tools to assist users at warehouse locations. This role supports the ticket queue within the company's IT service management system and is responsible for managing the hardware lifecycle of IT equipment to include procurement, deployment, and end of life recycling. Additional responsibilities include but not limited to troubleshooting and maintaining Xerox, Canon, and Zebra printer technologies.

Essential Duties And Responsibilities

• Responsible for resolving Tier 1 & basic Tier 2 IT Help Desk tickets.
• Acts as initial point of contact for technical assistance.
• Supports the management of IT assets and inventory, tracking equipment and users, including purchasing restock.
• Deploys and recalls IT equipment as needed, setting up new users and shipping out equipment.
• Creates, maintains, and updates user accounts in various software platforms.
• Completes basic configuration changes in Smart Warehousing’s inventory management system, SWIMS.
• Troubleshoots and repairs IT hardware.
• Follow up via email, phone call, direct message, or other internal avenue in a timely manner to clarify issues and ticket information.
• Ability to travel up to 5% as directed.
• Onsite Position
• Other duties as assigned.

Qualifications – “THE PERSON” | MINIMUM REQUIREMENTS

• Associates degree or higher in technology-based discipline or high school diploma and 2+ years of prior technology or help desk support experience.
• Experience with Microsoft Office 365.
• Ability to lift 50 lbs.
• Experience with troubleshooting hardware (Printers, PCs, Chromebooks, Tablets, Scanners, etc.).
• Strong customer service and communication skills, both verbal and written.
• Experience with remote desktop applications and help desk software.
• Experience in a help desk environment preferred.
• Experience with Windows.
• Flexibility to work a variety of shifts
• Experience with Mac OS preferred.
• Knowledge of basic networking fundamentals preferred.
• Related technical certifications preferred.

Key Attributes

• Strong organizational and time management skills.
• Strong teamwork orientation
• Ability to work independently with minimal supervision.
• Good problem-solving, attention to detail, and analytical skills.

Physical Or Mental Demands

While performing the duties of this position the employee is regularly required to see, hear, talk, write, read, stand, walk, bend over, and be alert at all times. The employee is frequently required to use hands to type, handle or feel and reach with hands and arms. While infrequent, employee may need to visit warehouse locations in which employee may need to lift, push, and pull up to 20 pounds. The employee is occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch and/or crawl.