IT Support Technician

As an IT Support Technician at SupplyHouse.com, you'll be the frontline support for end-users experiencing technical difficulties. Your role involves diagnosing and resolving IT-related issues, installing and maintaining various hardware and software, and providing support for both on-site and remote team members. You'll ensure the smooth operation of our facilities by managing everything from desktops and laptops to network devices, all while offering friendly assistance to your colleagues.

To be considered for the IT Support Technician role at SupplyHouse.com, you'll need at least an associate's degree in IT, Business, or a related field, along with a minimum of 2 years of experience in Level 1 or Level 2 IT support. A solid understanding of PC hardware, software, and operating systems, particularly Windows and MS365, is crucial. Moreover, strong problem-solving and communication skills are essential to thrive in this position.

The IT Support Technician at SupplyHouse.com is responsible for a wide range of support services. This includes troubleshooting hardware and software issues, managing user accounts, installing and configuring devices, and coordinating with third-party vendors for equipment repairs. You’ll also have the opportunity to assist with IT-related queries from remote office workers, ensuring that everyone stays connected and productive.

The IT Support Technician position at SupplyHouse.com is an on-site role based in our Dayton, NJ fulfillment center. This allows for close collaboration with the IT Team and on-site users, creating immediate solutions for any issues that arise in real-time while promoting an engaging workplace environment.

SupplyHouse.com offers a comprehensive benefits package for its IT Support Technician position that includes a 401k with company match, 100% company-paid medical insurance, optional dental and vision coverage, and generous vacation and sick leave policies. We believe in work-life balance and provide opportunities for professional growth, educational workshops, and a company culture that values employee voices and encourages community engagement.

When answering this question, provide specific examples from your past roles where you effectively diagnosed and solved technical problems. Focus on the tools and techniques you used, the challenges you faced, and how your solutions improved efficiency or resolved user frustrations.

Demonstrate your organizational skills by explaining your approach to prioritizing tasks based on urgency and impact on business operations. Mention any tools or systems you've used for tracking requests and keeping users informed throughout the process.

Share any relevant experience you have with network hardware, including routers, switches, or wireless access points. Discuss how you diagnosed and resolved any connectivity issues in previous roles, and any specific skills you possess that will help in this position.

Explain your level of proficiency with MS365 applications and how you have supported others in resolving issues with SharePoint or email accounts in the past. Mention any training or certifications you may have that relate to MS365.

Use the STAR method (Situation, Task, Action, Result) to describe an instance where teamwork was vital in overcoming a technical challenge. Highlight your communication skills and how collaboration led to a successful outcome.

List the support tools and software you've used in past roles, such as ticketing systems, remote access tools, or knowledge bases. Describe how these tools aided your efficiency and effectiveness in providing IT support.

Explain your approach to de-escalating situations with frustrated users. Emphasize the importance of listening to their concerns, remaining calm, and providing reassurance. Share a specific example if possible.

Discuss your preventive maintenance practices and how you keep IT equipment up-to-date and functional. This can include regular checks, software updates, and documenting any issues to avoid future problems.

Be honest about your availability for off-hours support, if applicable, and illustrate your commitment to being responsive to urgent situations, especially in a fast-paced e-commerce environment.

Convey your enthusiasm for the company's mission and values, as well as your eagerness to contribute to a team that values innovation and community engagement. Relate your skills and experiences to the company's goals and how you envision fitting in.