Desktop Support Specialist

The Desktop Support Specialist position supports end-user technology across a warehouse environment, helping maintain reliable, network-connected hardware and resolving issues impacting daily operations at East Coast Warehouse & Distribution Corp in Elizabeth, NJ.

Onsite Location

Elizabeth, NJ (onsite)

Role Responsibilities

• Deliver best-in-class desktop support to warehouse associates and office personnel.
• Troubleshoot and resolve hardware, software, and connectivity issues affecting user devices.
• Build strong user relationships to strengthen trust in IT and improve the support experience.
• Maintain local network infrastructure, including IDF and patch panel work and basic switch configuration.
• Support and troubleshoot wired and wireless connectivity, IP phones, and networked printers.
• Document and maintain accurate records for infrastructure layout, asset locations, and connectivity details.
• Explain technical information clearly to non-technical users.
• Collaborate with peers, IT leadership, and third-party vendors to resolve issues in a timely manner.
• Provide timely updates to users and leadership regarding technical issues and ongoing support initiatives.
• Monitor support tickets and email queues, prioritizing based on urgency and operational impact.
• Maintain accountability for assigned tasks and seek guidance when needed to align with team goals.
• Follow up on open issues and ensure users are informed of progress or resolutions.
• Work with vendors during onsite network-related projects and troubleshooting efforts.
• Validate vendor work and confirm adherence to company standards prior to final acceptance.
• Support deployment and testing of network or hardware upgrades.
• Stay current on emerging technologies related to desktop and network support.
• Identify opportunities to streamline support processes and improve infrastructure reliability.
• Participate in knowledge sharing to improve overall team capability.

Required Qualifications

• Education & Experience: Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Experience: 3 to 5+ years in desktop support and troubleshooting network-connected devices.
• Preferred: Experience in warehouse, logistics, or manufacturing environments.
• Certifications (plus): Microsoft, Cisco, and ITIL certifications.
• Technical Skills: Proficiency with Windows operating systems, Microsoft Office 365, and enterprise-level support tools.
• Networking Skills: Hands-on experience with basic switch troubleshooting (Extreme Networks and Cisco preferred).
• Additional Networking Familiarity: Wireless access points, IP phone systems, and basic network security.
• ITSM: Experience using ITSM tools for ticket management and documentation.
• Interpersonal: Strong communication and interpersonal skills.
• Work Style: Proactive problem-solving mindset, effective multitasking, and time management in high-demand environments.

Technology Stack

• Windows operating systems
• Microsoft Office 365
• Extreme Networks
• Cisco
• ITIL
• ITSM tools