IT Support Tech II

Our Opportunity:   

We are seeking a motivated and skilled IT Support Tech II to join our dynamic team at the Wilkes-Barre, PA Fulfillment Center! In this role, you will play a crucial part in maintaining our IT systems and ensuring magnificent operations within a fast-paced environment.  

Shift: 5pm-2am, Mon-Fri

What You Will Do:  

• Technical Support: Diagnose and resolve application, hardware, and network issues, ensuring minimal disruption to operations.  
• Customer Engagement: Interact with and educate customers, providing clear and effective solutions while encouraging a positive support experience.  
• Help Desk Management: Document, analyze, and resolve help desk tickets efficiently, ensuring accurate records of all support activities.  
• Collaboration: Work closely with local and remote IT teams, as well as operations management, to deliver high-quality solutions to IT challenges promptly.   

What You Will Need:  

• PC Support Experience: Shown experience supporting PCs in a Windows Active Directory environment.  
• Networking Knowledge: Familiarity with networking concepts, including DNS, DHCP, HTTP, SSL, and TCP/IP protocols.  
• Technical Skills: Confirmed abilities in PC repair, fix, deployment, and liquidation.  
• 24/7 Support Participation: Willingness to participate in a 24/7 support and on-call rotation.  
• Problem-Solving Ability: Strong solve skills in a multi-user, fast paced environment.  
• IT Experience: Background in Microsoft Administration, Mobile Device Management, and RF Technologies.  
• Communication Skills: Excellent written and verbal communication skills in English, both in person and via phone/radio, with peers, management, contractors, and vendors.  
• Flexibility: Willingness to work flexible shifts, including nights, weekends, and holidays.  
• Great Teammate: A collaborative spirit and the desire to give to a team-oriented environment.  
• Autonomy: Ability to work optimally with limited supervision.  
• Continuous Improvement: A dedication to self-improvement and professional development.  
• Physical Requirements: Ability to stand or walk for 6 to 8 hours per day and lift up to 50 pounds with or without reasonable accommodation.  
• Travel Availability: Willingness to travel up to 10% of the time.  
• Night Shift: Availability to work the night shift as needed.  

Bonus Qualifications:  

• Candidates with the following additional qualifications will be preferred:  
• Fulfillment Center Experience: Prior experience providing IT support in a Fulfillment Center environment.  
• Certifications: A+ Certification and Network+ Certification.  
• SLA Experience: Familiarity with working in a Service Level Agreement (SLA) driven environment.  
• RF Unit Knowledge: Experience with Motorola/Zebra RF Units, such as Moto MC9190, VC6090, WT41N0, or equivalent.  
• Project Management: Ability to lead high-priority projects optimally.  
• Data Cabling Skills: Experience with data cabling and computer facilities maintenance.  
• Vendor Management: Experience leading vendor contracts, handling relationships, and supervising service outages.