Desktop Support Technician

Are you looking for a fast growing, innovative, and data-driven company? You've come to the right place! Ware looking for a Desktop Support Technician to join the team, responsible for ensuring that all computer systems and related equipment are running smoothly for employees and end-users. This individual is responsible for the installation, maintenance, and troubleshooting of computer hardware, software, and peripherals, specifically for our Distribution Centers nationwide.

What you will be doing: 

• Specialized Software Support: Provide expert-level support  for a range of distribution center-specific software, including a Warehouse Management System, and  logistics and shipping software. Troubleshoot issues with mobile devices, laptops, scanners and printers. Diagnose and resolve software conflicts or glitches that could disrupt the flow of goods within the distribution center.
• Communicate effectively with users: Respond to IT support requests from staff and users in a timely and professional manner, providing timely updates, and directing unresolved issues to the appropriate level of support. 
• System and Equipment Management: Troubleshoot network connectivity issues affecting warehouse equipment, from Wi-Fi access points to wired connections. Ensure seamless data flow between different software platforms, such as the WMS, ERP, and shipping carrier portals. Resolve issues with printers that produce shipping labels and other critical documentation.
• Remote and occasional Onsite Support: Manage and respond to support tickets from distribution center staff in a timely manner, recognizing that technical issues can directly impact productivity and shipping deadlines. Travel occasionally to provide onsite support as needed.
• Documentation and Reporting: Document support requests, solutions, and other relevant details in the help desk management system. Share user feedback with relevant teams to identify areas for improvement.
• User Training and Education: Create training tools and offer guidance and training to end-users on the use of software and hardware.
• Routine Maintenance: Monitor and maintain the organization’s network and systems to ensure optimal performance and security. Assist in the deployment of new software updates or system upgrades. Perform routine system updates and maintenance tasks as assigned. 
• Compliance: Ensure compliance with IT policies and best practices to safeguard organizational data.

Requirements:

• At least 3 years of experience in a desktop support or related technical support role
• Experience supporting both remotely and in a distribution environment highly preferred
• Experience with and a solid understanding of Warehouse Management Systems and their functions
• Proficiency in troubleshooting and supporting various operations systems (Windows, MacOS)
• Proficiency in troubleshooting and supporting hardware such as scanners and printers
• Strong knowledge of PC and desktop hardware components and peripherals
• Familiarity with common business applications and software
• Basic understanding of networking concepts
• Familiarity with help desk software and ticketing systems
• Excellent communication and customer service skills
• Ability to handle multiple support requests simultaneously while maintaining professionalism
• Ability to provide an exceptional experience to all users of various capabilities
• Strong problem-solving skills and attention to detail
• Ability to work independently as well as in a team environment
• Experience with remote troubleshooting tools

Physical Requirements:

• Occasional travel may be required
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to occasionally lift, push or pull 25 pounds, occasional bending and reaching
• Must be able to pass a background check and drug screen

Salary Range: $26-31/hr

Some reasons you want to work at DWC

• Medical, Dental, Vision Insurance
• Company paid Life
• Voluntary life, short- and long-term disability
• 401k
• Excellent time off options
• Caring family
• The work that you do matters

Distributor Wire & Cable is an equal opportunity employer