System Support Specialist I

WHO WE ARE

ODW Logistics is a people-focused and customer-driven third-party logistics (3PL) provider committed to delivering seamless end-to-end supply chain solutions. Our extensive range of services include supply chain design and innovation, warehousing, efficient distribution and fulfillment, freight brokerage, transportation management, and specialized e-commerce fulfillment solutions.

POSITION SUMMARY

The System Support Specialist I serves as the Level 1 (L1) front-line support function for ODW. This role is responsible for intake, triage, and resolution of end user requests, while ensuring equipment is configured and staged, for deployment across field locations. This position plays a critical role in maintaining operational continuity by preparing end-user technology at scale, supporting new site launches, moves, and ongoing operational needs.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Serve as the first point of contact (L1) for all incoming IT service requests and incidents.
2. Perform initial triage, troubleshooting, and resolution of tickets within defined ServiceNow queues.
3. Resolve common end-user issues related to hardware, software, access, and connectivity.
4. Escalate issues appropriately when required, with clear documentation.
5. Maintain timely communication with users regarding ticket status and expected resolution.
6. Prepare, configure, and stage equipment for deployment to field locations, including:
   1. Laptops, desktops, RF devices, printers, and warehouse technology
7. Execute standard build and configuration processes for new equipment.
8. Work with Service Desk and Infrastructure teams to ensure readiness for go-live events
9. Support end user software including:
   1. Microsoft Office / O365
   2. WMS access/setup
   3. Print configurations
   4. Multi-factor authentication (DUO)
10. Manage ServiceNow queue with focus on:
    1. First-contact resolution
    2. Accurate categorization and prioritization
11. Track equipment throughout the full lifecycle:
    1. Receiving Staging Deployment Preparation Repair Retirement
12. Protects organizations value by keeping information confidential.
13. Performs other related duties as assigned.

Education and Experience
Required

• 1+ years Helpdesk / Desktop Support experience
• HS Diploma, GED
• A++ Certification (or comparable experience)

Preferred

• IT related Certifications
• CompTIA Certifications
• Knowledge of computer software and hardware
• Knowledge of data communications
• Desktop OS Support, Problem Solving, Multi-tasking, Quality Focus, Coordination, Technical Understanding, Quick Study
• Microsoft Windows
• HP LaserJet printers
• Experience with RF Scanners
• Experience with Zebra Printers

Minimum Physical Requirements

• The position requires sitting at a computer and typing frequently.
• Standing, walking, bending, squatting/kneeling, twisting/turning, climbing, reaching will occur frequently.
• Must be able to lift up to 50 lbs

The physical demands herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, success profile characteristics or qualifications required of employees assigned to this job. Management retains the discretion to add to or change the duties of the position at any time. 

OUR VALUES 

Pillared on our core values, we strive for collective growth and reaching our highest potential. We are dedicated to helping our teammates experience fulfillment through their individual strengths and innovative ideas.  

Respect| Give and it will be given.                                        

We treat others as we want to be treated. We cannot control events, but we can control our response. We build respect through honesty, fairness, and integrity. 

Trust| Earned over time. 

We do what we say we will do. We are clear, direct, and honest. We seek to understand and be understood. 

Team| Accomplish more together. 

We work hard toward a common goal. We desire to make everyone successful. We achieve the best results as a team. 

Opportunity | Realize your potential. 

We believe all people have significance and potential. We understand work and life are integrated and we value both. We strive to make an impact in the world around us. 

ODW Logistics is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at ODW Logistics are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. ODW Logistics will not tolerate discrimination or harassment based on any of these characteristics.

INDSA