Job Summary We are seeking a skilled and proactive Desktop Support Specialist with solid network experience to join our team in a fast-paced warehouse environment. This role is critical to supporting end-user technology, maintaining network-connected hardware, and ensuring a stable IT environment. The ideal candidate will bring strong troubleshooting abilities, excellent customer service skills, and hands-on experience with network infrastructure support in an operational setting. Key Responsibilities 1. End-User Support & Service Delivery - Provide best-in-class desktop support to all warehouse associates and office personnel.
- Troubleshoot and resolve hardware, software, and connectivity issues across user devices.
- Build strong relationships with users to enhance trust in IT and improve overall support experience.
2. Network-Connected Systems & Infrastructure Support - Assist in maintaining local network infrastructure including IDF/patch panel work and basic switch configuration.
- Support and troubleshoot issues with wired/wireless connectivity, IP phones, and networked printers.
- Document and maintain accurate records of infrastructure layout, asset locations, and connectivity.
3. Communication & Stakeholder Collaboration - Communicate technical information clearly to non-technical users.
- Collaborate with peers, IT leadership, and third-party vendors to ensure timely issue resolution.
- Provide timely updates to users and leadership on technical issues and ongoing support initiatives.
4. Task Management & Prioritization - Monitor support tickets and email queues, prioritizing issues 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.
5. Vendor Coordination & Onsite Work Support - Work alongside vendors during onsite network-related projects or troubleshooting efforts.
- Validate vendor work and ensure adherence to company standards before final acceptance.
- Support deployment and testing of network or hardware upgrades.
6. Technical Growth & Continuous Improvement - Stay current on emerging technologies relevant to desktop and network support.
- Proactively identify opportunities to streamline support processes and improve infrastructure reliability.
- Participate in knowledge sharing with other team members to raise overall team capability.
Qualifications Education & Experience: - Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 3-5+ years of experience in desktop support and network-connected device troubleshooting.
- Experience in warehouse, logistics, or manufacturing environments preferred.
- Microsoft, Cisco, and ITIL certifications are a plus.
Technical Skills: - Proficiency in Windows operating systems, Microsoft Office 365, and enterprise-level support tools.
- Hands-on experience with basic switch troubleshooting (Extreme Networks, Cisco preferred).
- Familiarity with wireless access points, IP phone systems, and network security basics.
- Experience using ITSM tools for ticket management and documentation.
Soft Skills: - Strong communication and interpersonal skills.
- Proactive mindset with strong problem-solving ability.
- Effective multitasking and time management in high-demand environments.
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