IT Helpdesk Technician II

Job Summary:

Under general supervision, the IT Helpdesk Technician will support, maintain, and deploy technology
hardware and software with a focus on supporting Warehouse Operations technology. Provide support to
local staff and remote users on all company-supported software and applications, including 3rd party and
in-house developed applications. Examine recurring incidents and propose potential solutions to those
problems. Work closely with Technology, Security, and Development teams in testing, providing test
results, deployments, and collaborating on technology solutions and services. Mentor and assist in
training new team members and ensure incident and request tickets are completed within established
SLAs. Perform responsibilities in accordance with all company standards, policies, and procedures.

Job Expectations:

• Manage and monitor incidents and service requests, determine support required, and document
  updates including resolution in ticketing system
• Ensure all IT requests have timely ticket submissions and updates or submit on behalf to record
  work performed
• Ensure all access and change requests contain supporting evidence and approvals for SOX
  ITGC, compliance, and audit purposes
• Support and adhere to identity, access, and device management policies and procedures
• Provide onsite and remote technical assistance on the delivery, configuration, set up,
  maintenance, training, upgrade, and support of computer systems, hardware, networks, and
  software
• Applies diagnostic techniques to troubleshoot, analyze, recommend, track, escalate, and resolve
  technical problems within established SLAs
• Create and maintain knowledge base articles, support processes, and standard operating
  procedures (SOP)
• Maintain hardware and software inventory levels and manage the asset through its lifecycle
• Provide training and guidance to customers
• Ability to communicate effectively at various skill levels within and outside the organization
• Strong interpersonal communication utilizing voice, chat, email, in-person, or remote
  access/control services
• Train and assist level I and II technicians through knowledge sharing and documentation
• Administer and assist with enterprise-wide endpoint device management software and related
  hardware with an emphasis on technologies supporting Warehouse Operations
• Deliver projects with guidance from direct manager within scope
• Analyze past and present support and service trends and provide recommendations for
  improvement
• Establish effective partnerships with key customers and stakeholders to implement and support
  technology services
• Gain feedback from customers and peers to improve technology solutions, documentation, and
  training methods

Perform proactive inspection and maintenance of warehouse technologies with routine check-ins
with key stakeholders

• Participate in the after-hours "on-call" rotation schedule and other duties as assigned
• Primary work location will be onsite with occasional and infrequent accommodations for remote
  work

Job Requirements:

• Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking
  skills, follow company policies and procedures
• Must have strong customer focus, a demonstrated ability to work within a team of service-
  oriented individuals and excellent customer service skills
• Must be able to manage multiple priorities and track own activities and tasks; performing work as
  prioritized by supervisor, and escalating conflicts and issues appropriately and in a timely manner
• Ability to take direction well and follow detailed instructions
• Experience working within a technology support organization
• Analytic skills in a warehouse operations support environment desired
• Proficient in Google Workspace and Microsoft Office
• Professional and courteous communication skills (both oral and written skills)
• Experience with Jira and Confluence, Okta Google Workspace and MS Active Directory
• Ability to communicate technical information to non technical personnel
• Ability to adapt quickly to a fast-paced environment
• Ability to identify and resolve computer system malfunctions and operations problems
• Skill in organizing resources, establishing priorities, and time management
• Excellent verbal and written communication skills
• Experience with the standard helpdesk ticketing tools (Preferably Jira)
• Lift equipment weighing up to 40 pounds

Experience Requirements:

Generally requires a minimum of three (3) years of warehouse & e-commerce IT experience. Experience
in software development an advantage.

Education Requirements:

Bachelor's degree in Computer Information Systems or equivalent experience.

Judgment/Reasoning Ability:

Able to identify, troubleshoot and resolve problems quickly using sound
judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to
escalate issues, as required, in a timely manner.

Physical Demands:

The physical demands described here are representative of those that must be met
by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently
required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.
Reaching above shoulder heights, below the waist or lifting as required to file documents or store
materials throughout the work day. The Team Member may occasionally lift or move office products and
supplies up to 40 pounds. Proper lifting techniques required. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.

#LI-JC1