Role Overview:
This role is for a Warehouse IT Service Support II professional, responsible for providing comprehensive IT support in a warehouse environment. The position requires an onsite presence in Hopedale, MA, and involves supporting Tier 1, Tier 2, and occasional Tier 3 issues, with a night shift schedule.
Key Responsibilities:
- Be on-site, dependable, and reliable.
- Travel to other locations within a 2-hour driving radius for support and project purposes, when remote assistance is not feasible.
- Identify, troubleshoot, and resolve hardware issues, user access problems, and internal application or networking issues before escalation.
- Manage assigned tickets through ServiceNow, creating and documenting all activities in the internal ticketing system, and updating the status to reinforce service level agreements.
- Coordinate the on-site computing equipment inventory with active knowledge of device usage and purposes.
- Develop partnerships with Operations to understand the business activities, both current and future, to advise on and contribute to the enhancement of technology best practices.
- Respond to IT service phone calls, emails, and IMs promptly.
- Adhere to IT policies and processes, following best practices in technical support and customer service, and provide training to end users when required.
- Perform other duties as assigned.
Required Skills:
- Office 365 Administration
- Windows 11
- Desktop Management - Infrastructure Services (IS)
- Hardware support (RF scanners, printers, PCs, mobile devices, etc.)
- Networking
- Security
- Messaging platforms
- Windows OS
- Linux OS
- ServiceNow ticketing and IT service delivery
Qualifications:
- 3 to 4 years of experience, preferably in a warehouse IT support environment, executing most, if not all, of the essential duties and functions listed.
- Associate's, bachelor's degree in computer science or a related field, or technical diplomas or certifications (preferred but not mandatory).
- Ability to lift and/or move objects weighing up to 50 pounds.
- Mandatory use of safety shoes.