Information Technology Support Technician

Job Title: Client Support - Associate

Job Location: Cookeville, Tennessee 38506

Job Duration: 3 months (possibility of extension)

Description:

BASIC PURPOSE

The IT Specialist serves as a frontline technical support resource for corporate infrastructure and enterprise applications. This role provides hands-on and remote technical support to internal customers while ensuring compliance with corporate policies, security standards, and IT best practices. The IT Specialist partners closely with operations, Shared Services, and vendor teams to maintain reliable, secure, and efficient technology services across office and distribution center environments. Success in this role requires strong customer service, clear communication, disciplined documentation, and the ability to prioritize and coordinate work across multiple stakeholders and locations.

️ ESSENTIAL DUTIES AND RESPONSIBILITIES

Core responsibilities account for significant portions of time and include, but are not limited to:

Analyze, resolve, document, and communicate outcomes for assigned incidents and service requests using the approved ITSM tool and intake channels.

Provide timely and professional technical support for end users, escalating unresolved issues to appropriate internal teams while maintaining ownership and communication.

Install, configure, maintain, and troubleshoot end-user hardware and software both on-site and remotely in accordance with standards and security policies.

Support audio/visual, conferencing, and computing needs for meetings at assigned locations.

Assist with the planning, deployment, testing, installation, training, onboarding, and documentation of technical solutions.

Manage technology lifecycle activities related to employee events including new hires, terminations, transfers, equipment refreshes, and access changes.

Partner with Distribution Center Operations teams during peak shipping hours to support technical equipment needs such as printer maintenance, returns (RMA), and repairs.

Track and manage IT asset inventory, including spare parts and equipment stock levels.

Coordinate and oversee vendor repair and maintenance activities, ensuring work quality, functional validation, and proper documentation.

Support change management processes and adhere to approved procedures for all technology modifications.

Maintain clean, organized IT work areas and ensure all spaces are kept clear of clutter, obstructions, and potential safety hazards.

Perform other duties as assigned by the manager.

RELATIONSHIPS

Internal:

All internal end users (on-site and remote) across corporate offices and distribution centers

IT Shared Services and application support teams

External:

IT vendors and service providers supporting laptops, printers, alarms, badging systems, conferencing equipment, network devices, UPS, and display technologies

WORK ENVIRONMENT

On Site – Region Based

Travel to multiple sites within the assigned region or bordering states as required

⏰ Occasional after-hours or peak operational support may be required

MINIMUM QUALIFICATIONS

Minimum of 5 years of hands-on experience supporting enterprise IT technologies

Demonstrated experience with:

• Windows desktop environments (configuration, deployment, and troubleshooting)
• PC hardware installation, configuration, and repair
• General troubleshooting of desktops and peripherals
• Mobile devices (iOS, Android smartphones, tablets)
• Microsoft Office applications
• ✈️ Ability to travel locally (approximately 5%)

⏰ Work Schedule

a. Initial schedule: Monday through Friday, 8:00 AM to 5:00 PM. After approximately 45 days, the schedule transitions to Monday, Wednesday, and Friday from 8:00 AM to 5:00 PM, and Tuesday and Thursday from 10:00 AM to 7:00 PM, with a one-hour lunch break each day.