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Warehouse IT Support

3 months ago

Camp Hill, United States Brooksource Full time

Schedule:

Mon, Tues 12-8pm

Wed, Thurs 2-10:30pm

Fri 10-6:30 (May change to 2-10:30 some Fridays)


Staff members are required to work independently on Desktop and Warehouse systems software and hardware including the following: implement and maintain Desktop system software for business and warehouse processes; work closely with Desktop Engineers in the analysis, and maintenance of Desktop systems; prepare and maintain operational documentation; perform related work as required; maintain and support warehouse printers; support and repair various hand held computers and scanning devices; network wiring. Take a leadership role in setting up policies and procedures.



RESPONSIBILITIES:

* Ability to provide superior customer service for internal end users via phone, walkups, emails and trouble tickets.

* Prioritize trouble tickets and support calls based on business impact.

* Provide advanced support for major warehouse systems, software, and hardware.

* Work ticket queue with speed and thoroughness by analyzing issues, providing quick resolution and thorough documentation of resolution within the ticket, train, and guide other support staff on resolutions.

* Follow established process and procedures in use and support of Desktop operational software tools, hardware, and system software; create processes and procedures as needed.

* Lead projects and upgrades making sure they are completed in a timely manner.

* Superior analytical thinking, ability to use judgement and escalate as necessary.

* Proactive research of trending issues for final resolution

* Create Self-help documentation for end users; Prepare needed documentation to use and support Desktop and Warehouse operational software tools, hardware, and system software.

* Coordinate with other team members and/or departments to solve problems, support and coordinate the implementation of new systems.

* Must be able to accept direction from immediate management.

* Must be able to work well with fellow associates located off site and work in a remote group environment to include members of the Global IT team.

* Maintain current knowledge in the technical field by learning new vendor software, applications, hardware, processes, and techniques through formal, informal, and on-the-job training.

* Adhere to and inform others of all corporate security policies and standards

* May be required to perform additional duties as assigned by supervision.

* Provide on-call support for our end users as part of a rotation within the team. This requires 24x7 availability during the on-call period. The frequency will be dependent upon the number of associates in the rotation.

* Submit requests for Associates’ Security, Authentication, Governance and Compliance to approved corporate Footlocker files, folders, software, applications, and systems.

* Have high comprehension of email requests so recognition when issue(s) fall into scope of Human Resources and/or Payroll instead of only IS&T department.



MINIMUM QUALIFICATIONS:

· An Associate's degree from a technical school; or two to three years related experience and/or training; or equivalent combination of education and experience.

· Be willing and capable of learning new tools and processes.

· Above average reading and writing skills including technical information.

· Ability to accept guidance, if needed.

· Ability to be self-motivated and for supervisors off site.