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Technical Support Specialist

Cart.com, Inc. Groveport, OH

Groveport, OH

Today

Full time End User Support Hardware Support Information Technology (IT)

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Job Description

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

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