Technical Support Specialist

Technical Support Specialist provides level 2 and level 3 troubleshooting for complex technical issues across operations, service management, and store/desktop systems.

Responsibilities

• Deliver level 2 and level 3 technical support for complex problems with close collaboration across Operations, Technical Services, Application Development, clients, and vendors as needed.
• Perform analysis and troubleshooting for advanced technical issues with minimal supervision, including operations, service management, desktop, and store support.
• Troubleshoot communication issues on computers and tablets.
• Manage network/server hardware access by un-racking and re-racking equipment in IDFs and MDFs.
• Investigate network issues, including running diagnostics and troubleshooting commands from a Windows computer.
• Support structured networking troubleshooting by tracing network cables and applying knowledge of subnets, VLANs, and routing.
• Apply fiber and connectivity knowledge, including 1g vs 10g fiber modules, single mode vs multimode, and fiber connectors (SC/ST/LC).
• Troubleshoot and problem-solve networking (wired and wireless), printing, scanner, workstation, and application issues.
• Follow cybersecurity guidelines and other internal controls.
• Work with fulfilment center operations to support internal operational readiness by handling tickets.
• Maintain oversight of IT inventory at the facility and stay aligned with operational demand to know when to request equipment.
• Raise awareness to the Tier 2 Support team when issues appear critical to operational success.
• Provide eyes and hands for the remote network team.
• Troubleshoot paper and label printers.
• Roll out new IT equipment (computers, printers, scanners, scales, and peripherals) when projects arise.
• Use ticketing systems and communicate via email and instant messages with internal customers at all levels.
• Create general technical documentation as needed.
• Maintain a team-first approach and help coworkers deliver excellent customer service.
• Support desktop and mobile troubleshooting across Windows 10/11, macOS, Android, and iOS.
• Support scanner technology such as Zebra handheld and Zebra stationary scanners.
• Troubleshoot networking and communication issues across required devices and platforms.
• Support scheduling needs by working all major US holidays except Christmas and New Year’s Day.
• Perform physical tasks safely, including lifting requirements noted below.

Requirements

• 5-8 years of IT experience
• High level support experience
• Retail experience
• Excellent verbal and written communication skills
• Technical analysis and support experience
• Demonstrated knowledge of basic hardware/software installation, configuration, and capabilities
• Results-oriented track record
• 4-year college degree or technical training certification
• Ability to work all major US holidays, except Christmas and New Year’s Day
• Ability to lift 50 lbs, safely, repeated throughout the day
• Experience with systems documentation and system troubleshooting

Technologies

• Windows 10/11
• macOS
• Android
• iOS
• Zebra handheld scanners
• Zebra stationary scanners
• Fiber connectors (SC/ST/LC)

Location and Shift

• Onsite: Groveport, OH
• Open to applicants located in or around Groveport, OH who can work 1st or 2nd shift
• Schedule flexibility for longer hours based on business and peak needs

Physical Work Environment

• Regularly required to talk or hear
• Frequently required to sit, stand, walk, use hands for fingering/handling/feeling, and reach with hands and arms
• Frequently lift and/or move up to 15 pounds; occasionally lift and/or move up to 35 pounds
• Specific vision abilities required: close vision, distant vision, depth perception, and ability to adjust focus
• Ability to work in an open environment with fluctuating temperatures and standard lighting
• Ability to work on computer and mobile phone for multiple hours with frequent interruptions
• Required to travel in elevators or stairwells to attend meetings and engage with associates on multiple floors
• Hotel, airplane, and car travel required