System Support Specialist I

Position Summary The System Support Specialist I serves as the Level 1 (L1) front‑line support function for ODW. This role is responsible for intake, triage, and resolution of end‑user requests, while ensuring equipment is configured and staged for deployment across field locations. The position plays a critical role in maintaining operational continuity by preparing end‑user technology at scale, supporting new site launches, moves, and ongoing operational needs. Essential Functions Serve as the first point of contact (L1) for all incoming IT service requests and incidents. Perform initial triage, troubleshooting, and resolution of tickets within defined ServiceNow queues. Resolve common end‑user issues related to hardware, software, access, and connectivity. Escalate issues appropriately when required, with clear documentation. Maintain timely communication with users regarding ticket status and expected resolution. Prepare, configure, and stage equipment for deployment to field locations, including: Laptops, desktops, RF devices, printers, and warehouse technology Execute standard build and configuration processes for new equipment. Work with Service Desk and Infrastructure teams to ensure readiness for go‑live events. Support end‑user software including: Microsoft Office / O365 WMS access/setup Print configurations Multi‑factor authentication (DUO) Manage ServiceNow queue with focus on: First‑contact resolution Accurate categorization and prioritization Track equipment throughout the full lifecycle: Receiving → Staging → Deployment Preparation → Repair → Retirement Protects organization’s value by keeping information confidential. Performs other related duties as assigned. Education and Experience 1+ years Helpdesk / Desktop Support experience HS Diploma, GED A++ Certification (or comparable experience) Preferred IT related Certifications CompTIA Certifications Knowledge of computer software and hardware Knowledge of data communications Desktop OS Support, Problem Solving, Multi‑tasking, Quality Focus, Coordination, Technical Understanding, Quick Study Microsoft Windows HP LaserJet printers Experience with RF Scanners Experience with Zebra Printers Minimum Physical Requirements The position requires sitting at a computer and typing frequently. Standing, walking, bending, squatting/kneeling, twisting/turning, climbing, reaching will occur frequently. Must be able to lift up to 50 lbs. Equal Opportunity Employer ODW Logistics is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at ODW Logistics are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. ODW Logistics will not tolerate discrimination or harassment based on any of these characteristics. #J-18808-Ljbffr