DC Technical Support Specialist

The DC Technical Support Specialist role supports day-to-day technology operations inside Dollar Tree Distribution Centers, with a focus on keeping computing infrastructure running reliably for on-site users. Working onsite in Odessa, Texas, you will help install, maintain, troubleshoot, and manage IT incidents and service requests through ServiceNow and internal help ticketing and asset systems.

This position also includes hands-on support across networked environments, end-user devices, and DC-specific equipment such as RF and VoicePick solutions. You will collaborate with SSC IT teams and the DC Technical Services team while maintaining accurate records and communicating status to keep service levels on track.

Key responsibilities

• Install and configure infrastructure equipment in the Distribution Center using documented guidelines, including hardware and software upgrades for RF equipment, VoicePick equipment, PDT scanners, printers, user hardware, and telecom equipment.
• Control access to the computer room to protect facility integrity while enabling maintenance and upgrades.
• Maintain an accurate inventory of user hardware, RF, and Voice equipment using help ticketing software, asset management databases, knowledge bases, and other internal tools.
• Troubleshoot end-user and network problems, escalating to cross-functional teams as needed.
• Manage DC incidents and requests in ServiceNow to meet support needs and SLA expectations.
• Submit service requests for new equipment, software, and associate moves, adds, or changes to infrastructure configurations.
• Manage computer room inventories and supplies, including spare hardware and peripherals.
• Perform preventative maintenance on infrastructure equipment, including label printers (Zebra, HP, Canon) and laser printers.
• Provide on-the-job technical training to DC team members and managers to support correct system usage.
• Assist Operations, Maintenance, Transportation, and other internal teams with IT-related issues.
• Collaborate and provide secondary support for other DC locations within the network.
• Recommend process improvements that increase facility and staff efficiency for IT-related technical issues and workflows.
• Maintain frequent communication with SSC IT teams, the DC Technical Services team, and the Manager of DC Technical Services.
• Keep Help Ticketing and asset management systems current with accurate inventory and working history.
• Support the DC RF repair program by getting equipment fixed or replaced when applicable.
• Place service calls or tickets with support vendors for printers, data center equipment (HVAC, UPS, Generator), and PC or server hardware.
• Build and maintain positive rapport with end users to strengthen perceptions of the IS function.
• Provide evening and weekend coverage for special needs, defined procedures, and emergencies as appropriate.
• Assist the DC Technical Services Manager with special projects as assigned, and support the Director Technical Services on additional projects as assigned.

Requirements

• Education: Associate’s degree in Computer Science, MIS, or a related field, or equivalent experience.
• Experience: Minimum 3 years supporting various end users with hardware and software, including procedural problems.
• Experience supporting end-user devices in a network environment.
• Certifications (preferred, not required): CompTIA A+, CompTIA IT Fundamentals+ (ITF+), Network+, Security+, Linux+, Microsoft MCP/MTA/MCSA/MCSE, Cisco CCT/CCNA.
• Application knowledge (preferred): SNOW ticketing system, Microsoft Server O/S, FileZilla, Wireshark, Microsoft Office products, Active Directory, joining computers to the domain, PuTTY (Putty), Kitty, iOS, Linux, Hyper-V, VMWare, SSMS, DHCP, static IP, networking protocols, VIOP applications, file share permissions, Zabbix, SCOM monitoring tools, APC and Vertiv Geist IT environmental monitoring tools, and imaging processes for PC, AP, switches, routers, RF, and voice equipment.
• Hardware knowledge (preferred): crimping RJ11, 7 RJ45 cables, wire mapper, wireless air check, USB to serial cable management port connections, multi-meter, and 110/66 punch down tool.
• Excellent communication and interpersonal skills; strong troubleshooting skills.
• Ability to work autonomously and participate in team activities; customer service orientation.
• Schedule: (5) 8-hour days with possible overtime.
• Physical requirements: lift and carry up to 50 pounds of IT devices to a height of 3-4 feet; bend, kneel, and sit to set up equipment; ability to access IT equipment on scissor lifts up to 3 stories high.

Technology and equipment

• Windows 11
• WAN/LAN, servers
• Mobile PDT devices and telecommunications
• Help ticketing software, asset management databases, knowledge bases, and ServiceNow
• Microsoft Server O/S and SNOW ticketing system
• FileZilla, Wireshark, Microsoft Office products
• Active Directory, PuTTY, Kitty, iOS, Linux, Hyper-V, VMWare, SSMS, DHCP, static IP
• Networking protocols, VIOP applications, file share permissions
• Zabbix, SCOM monitoring tools, APC and Vertiv Geist IT environmental monitoring tools
• Imaging processes for PC, AP, switches, routers, RF, and voice equipment
• Crimping RJ11/7 RJ45 cables, wire mapper, wireless air check, USB to serial cable management port connections, multi-meter, 110/66 punch down tool
• VoicePick equipment, PDT scanners, Zebra/HP/Canon label printers, laser printers
• HVAC, UPS, generator support, RF repair program, scissor lifts