Warehouse Deskside Support
Warehouse Deskside Support
Posted on :
07-12-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
07-12-2024
Job Description
Warehouse Deskside Support
6 months (contract to hire)
WilkesBarre Pennsylvania (onsite)
Shift: Mon 8p 7a Tues 8p 7a Weds 10p 7a Sun 5p6a
These Shifts include a 1 hour unpaid lunch.
Consultants will be working through standard tickets from the user community with a specific focus on issues that impact order fulfillment as a priority. There is a heavy emphasis on ITIL processes and best practices so team needs to be comfortable with strong documentation and heavy utilization of Service Now.
Support could include HW support desktop application support (PC refreshes and imaging) and peripheral support (printers RF scanners etc).
Because this facility is largemuch of this time will be spent walking to and from the various locations in the DC. There will be times when resources are asked to complete projects in addition to running tickets. This would include things like server closet cleanups equipment inventory etc. While it will not be the sole purpose of the job it is important to understand that maintenance projects such as these will need to be done.
Top Skills Details/Experience
2 years of IT experience in a corporate environment this should include using some kind of ITSM tool to open complete and transfer tickets. (ServiceNow)
2 year System Support Analysis in maintenance of Active Directory printers mobile communication devices CISCO Any Connect VPN troubleshooting
2 year Desktop/laptop software patching and imaging experience.
Responsibilities
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Troubleshoot diagnose and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Keep record of problems and their resolution
Followup with customers
Provide feedback on processes and make recommendations on areas to improve
Provide knowledge based articles for IT products or services
Maintain technical documentation and service catalog on installation of software configuration of hardware and problem troubleshooting
Setting up accounts for new users
Repairing and replacing equipment as necessary
Testing new technology
Field support to include large distribution facility and may include ladders forklifts scissor lifts etc.
Technical Environment Support Job Description:
Support Multiple Handheld/Wrist RF Units in warehouse distribution center fastpaced environment.
Multiple Printer support (Zebra) to include print head alignment part replacement calibration and advanced troubleshooting
Keep inventory of all equipment software and license within Aspen platform
Respond to customer issues via phone email and computer chat
Responsible for meeting SLAs
Manage multiple projects as needed
Maintain computer systems and act as support if any system goes down.
Responsible for PCs Printers Servers and related equipment (monitor keyboard mouse hard drive etc).
Maintain user PCs including upgrades and configuration as needed.
Assist with onboarding of new users
Effectively update tickets and documentation
Provide commitment to customer service for both coworkers and customers
Document customer interactions
Follow up with customers to ensure issues are resolved.
Perform proactive tasks when not working ongoing incidents to prevent potential future interruptions to service.
Employment Type
Full Time
Key Skills
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