Support Technician II, DC

The Support Tech II, DC provides Tier I and Tier II technical support for the Distribution Center.

• Answer incoming calls and emails for IT‑related support.
• Consistently manage and prioritize job (ticket) requests in teams and personal queue.
• Clearly document issue description, troubleshooting steps, and resolution details in each support ticket.
• Perform desk‑side support and IT equipment moves as necessary.
• Assist with meeting room AV setup and instruction.
• Provide assistance to staff and users in solving computer and warehouse technology problems.
• Provide installation and support of computer hardware and software (including peripheral devices such as printers).
• Train staff and users to work with computer systems and programs.
• Partner with HR to ensure IT resources are available for new hires and terminations are processed in a timely manner.
• Complete various project‑related duties as assigned.
• Perform other duties as assigned.
• Comply with all policies and standards.

• 1‑3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent education/training.
• Experience troubleshooting PC hardware and software issues.
• IT certifications (A+, Net+, CCENT, Microsoft certs) preferred.
• Ability to provide excellent customer service and maintain a positive, supportive attitude towards the company, job, customers, and co‑workers.
• Must create a high level of user satisfaction through accurate and timely follow‑up, strong technical skills, good customer communication, and relationship building.
• Excellent verbal and written communication skills.
• Excellent organization skills: demonstrating the ability to multi‑task and prioritize daily responsibilities.
• Ability to work well under pressure.
• Ability to complete tasks in a thorough and timely manner.
• Ability to thrive in a dynamic, constantly changing environment.
• Ability and energy to work on multiple concurrent projects and switch focus as necessary.
• Ability to work efficiently with minimal supervision.
• Proficient knowledge of Microsoft Windows OS, Mac OS X, and Microsoft Office Suite; PC and Apple devices and peripherals; basic networking and connectivity; basic computer security practices;
  Android OS.
• Ability to quickly diagnose and fix problems.
• Ability to follow through and document issues as well as resolutions.
• Occasional after‑hours and weekend work may be required.

Bonus:
You’ll be eligible for an annual discretionary bonus up to 5 % of base salary.

Paid Time Off:
You’ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits:

• 401(k) plan and matches $1 for $1 up to 4 % of earnings, matched and vested at every pay cycle.
• Life insurance.
• Short/long‑term disability coverage.
• Paid maternity/paternity leave.

DC Office:
While performing the duties of this job, the employee is constantly required to stand and walk. The employee may lift and/or move up to 30 pounds. The employee is frequently required to reach with hands and arms, grasp and perform repetitive hand, wrist, and arm motions. The employee is frequently required to climb stairs, kneel/squat, bend and carry. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Basic literacy is required for operation of machines and necessary daily paperwork. Ability to work on computer and mobile phone for multiple hours with frequent interruptions. Work environment is moderately noisy. The employee is occasionally required to work near conveyor systems. There is exposure to dust and changes in weather conditions. Work is performed under typical warehouse conditions. Potential hazards exist with regard to machinery such as forklifts, pallet jacks, mechanized systems.

Work environment is hectic and fast‑paced. The employee is regularly exposed to ambient lighting and can be exposed to extreme heat and extreme cold including climates consistent with outside weather conditions.

For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in San Mar Employee Board’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

PUBLIC BURDEN STATEMENT:
According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.