Specialist, DC Technical Support

Overview

Job Title:

DC Technical Support Specialist

Company:
Dollar Tree Stores

Location:

7200 N Sarival Ave, Litchfield Park, Arizona 85340

Reports to:

DC Technical Services Manager (Direct), Director of Technical Services (Indirect)

The DC Technical Support Specialist is responsible for the daily operations support and administration of computing infrastructure at the Distribution Centers (DC). This position will work independently to support the overall Infrastructure to include all Windows 11 desktops, WAN/LAN routing, Servers, Mobile PDT devices and telecommunications while reporting to the DC Technical Services Manager for other projects and support needs. Direct on-site support for all local DC Operations users;

including new user account setups, IS requests, account/password administration and end-user network issues.

• Responsible for the installation and configuration of all Infrastructure equipment in the Distribution Center utilizing documented guidelines and procedures. This will include hardware and software upgrades, RF equipment, Voice Pick equipment, PDT scanners, printers and all user hardware including telecom equipment.
• Manage and control all access to the computer room to ensure the integrity of the facility while allowing the necessary maintenance and upgrades to be completed.
• Conduct and maintain an accurate inventory of user hardware, RF and Voice equipment onsite utilizing Help Ticketing software, Asset Management Databases, Knowledge bases, and other tools.
• Responsible for troubleshooting end user and network problems and ensure proper escalation to cross-functional teams as required.
• Manage DC incidents and requests via Service Now to ensure proper support and service level agreements (SLA) are met.
• Responsible for submission of all service requests for new equipment, software, associate moves, adds or changes to our current infrastructure configuration.
• Manage the computer room inventories and supplies including spare hardware and peripherals.
• Perform preventative maintenance on all infrastructure equipment to include all label printers (Zebra, HP, Canon, etc.), laser printers, etc.
• Provide on-the-job technical training to all DC Team Members and Managers to ensure systems are utilized properly.
• Assist the Operations, Maintenance, Transportation and other internal teams with any IT related issues.
• Responsible for collaborating and providing secondary support for other DCs within the network.
• Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regard to IT related technical issues and processes.

• Maintain a high level of communication with the SSC IT teams, the DC Technical Services team and your Manager of DC Technical Services.
• Keep an up to date and accurate inventory and working history within the companies Help Ticketing software, Asset Management Databases, Knowledge base, etc.
• Manage the DC’s RF repair program in getting the equipment fixed and replaced when applicable.
• Placing service calls/tickets with support vendors for printers, data center equipment (HVAC, UPS, and Generator) and PC/Server hardware.
• Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IS function.
• Provide evening and weekend coverage to manage special needs, procedures and emergencies as appropriate.
• Assist the DC Technical Services Manager with special projects that may be assigned.
• Assist the Director Technical Services with special projects that may be assigned.

• Education:
  
  Associate’s degree in computer science, MIS or related field or equivalent experience.
• Experience:
  
  Minimum of 3-year experience in supporting various end users with hardware and software including procedural problems. Must have experience with supporting end-user devices in a network environment.
• Licensure/
  
  Certifications:
  
  One or more of the following certifications is preferred, but not required:
  CompTIA A+, IT Fundamentals+ (ITF+), Network+, Security+, Linux+, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA.
• Software Tools Sets:
  Knowledge of SNOW ticketing system, Microsoft Server OS, File Zilla,…