Specialist, Desktop Support

  POSITION PROFILE

The Specialist, Desktop Support is responsible for the daily support of site-specific network and retail store operating systems, connectivity, peripheral hardware, and end-user applications. Provides operations functions, record keeping, and electronic device configuration in a fulfillment center/lab space. This position configures a variety of electronic devices for labs and retail locations, manages device inventory, quality checks device functionality, documents the details, and ships them to the customer. They are expected to work independently but will coordinate responsibilities with the supervisor and customer. 

Job Duties and Responsibilities Validate printed orders against customer Order Management System. Create internal tracking tickets for outbound bound orders, recording ship date, order type, device type, store name, and other relevant information. Clarify order discrepancies, configurations, due dates, and inconsistencies with customers.  Escalate configuration incidents with device owners (customers) according to established workflows. Prioritize and schedule orders against competing deadlines. Track customer assets in Warehouse Management System. Implement written process improvements as directed by device team owners. Oversee and coordinate daily tasks, workflow and projects. Move devices from customer inventory to designated provisioning area. Configure device settings using customer digital resources. Pick, pack, and ship individual devices using Warehouse Management System. Package and ship devices to customer stores based on UPS and Less Than Truckload (LTL) requirements. Perform quality control processes as outlined in team SOP documentation. Execute pre-written configuration scripts to configure devices. Move palletized devices from provisioning area to loading dock via pallet jack. Deliver completed devices from provisioning area to Business Service Center daily. Perform repetitive motions when configuring and shipping devices. Receive on-the-job training by shadowing experienced team members, pairing with colleagues, and reviewing customer Standard Operating Procedures (SOPs). Complete daily tasks including unpacking, assembly, configuring, and repacking devices. Create internal team tickets for each device and records configuration date, status, and store name, among other information. Answer customer questions regarding device configuration, location, and status. May experience repetitive motion when configuring and recording device information. Maintain clean and organized work area and shared lab space. May perform light maintenance duties as assigned. May perform occasional cleaning duties as needed. Performs filing duties, which may include purging and archiving old documents. Performs other duties as assigned.

 

Qualifications (Education, Experience and Certifications)

Typically Required:

High School Diploma or GED and 2-3 years of related work experience. Secondary School Degree Preferred Technical Training & Certifications a plus (i.e.: A+, NETWORK +, MCP, MCSE, MOUS) IT Help Desk support experience (application & hardware support) Requires ability to learn complex procedures and/or communication systems, such as client-specific web applications. Requires valid driver's license and minimum levels of auto insurance coverage per policy.

 

KNOWLEDGE, Skills And Abilities Requires troubleshooting and problem-solving skills. Requires adherence to customer defined technical procedures, processes, and policies. Requires knowledge and understanding of shipping/receiving procedures. Basic electronics knowledge is preferred. Possesses ability to work independently and flexibly to complete projects. Possesses ability to comprehend instructions concerning SOP’s, decision trees, escalation paths. Possesses troubleshooting and problem-solving skills. Possesses ability to read and comprehend written technical information in the form of manuals, parts books and related publications. Possesses excellent customer relations skills and excellent verbal communication skills.

 

Working Conditions, MENTAL AND PHYSICAL DEMANDS

Include frequent exposure to machine noise, changes in room temperature and may be exposed to frequent cuts from the handling of electronics and opening of boxes. Exposure to various weather conditions when walking is necessary between buildings and exposure to location equipment can present opportunities for injury or accidents. Dealing with tight deadlines and quick turnaround times imposes high stress levels. Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 lbs. and in pushing or pulling pallets, which may weigh up to 400 lbs. Walking between buildings may be necessary.      

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.