Help Desk Support Specialist

DH IT Site Support

Roles and Responsibilities

The IT Site Support Technician is responsible for providing hands-on technical support and maintenance for all IT systems and infrastructure at the Distribution House (DH). This role ensures the smooth operation of end-user devices, network connectivity, and warehouse technology systems critical to daily operations. The technician will serve as the first point of contact for technical operational issues, requests, and upgrade initiatives. They will be responsible for collaborating with IT Support groups, Applications, and vendor support teams to address all DH technology requirements and incidents.

End-user

• Be visible and available to the Operations teams to help answer questions and address issues.
• Respond to support tickets to resolve a wide range of technical issues for DH Operations.
• Provide on-site support for desktops, laptops, mobile devices, printers, audio video, and peripherals.
• Diagnose and triage escalation issues related to hardware, software, network connectivity, and other IT systems, documenting all steps and solutions.
• Assist users with login, application errors, and connectivity problems.
• Manage user accounts, permissions, and access in Active Directory and other enterprise systems.
• Setup, modify, and terminate user accounts within WM and WCS applications.
• Provide \"white glove\" service for senior management, ensuring prompt resolution of critical issues.
• Train and guide teammates on IT tools and best practices to improve productivity.

Onboarding/ New hire

• Prepare and configure IT equipment for new hires, including laptops, monitors, phones, and access credentials.
• Provide Day 1 IT orientation and support to ensure a smooth onboarding experience.
• Provide training on the process of logging and escalating tickets within ServiceNow for supervisors and managers.
• Collaborate with HR and hiring managers to align onboarding timelines.

Hardware and software management

• Troubleshoot issues for Windows, macOS, iOS and android devices.
• Install and configure workstations, printers, and other peripheral devices.
• Diagnose and repair hardware issues through component replacement and testing.
• Deploy and manage software, including Microsoft Office and proprietary warehouse and maintenance applications.
• Maintain a current IT asset inventory, tracking the status and location of all hardware and software throughout its lifecycle via ServiceNow.
• This includes laptops, workstations, monitors, terminals, printers (label and document), and mobile RF units.
• Need to track deployment date to age equipment for planned refreshes.

Network and infrastructure.

• In the event of reported network access connectivity and performance issues, escalate them to the Network Engineering team as needed, via the Global Service Desk (GSD) and/or the Critical Incident Management (CIM) process dependent on the impact.
• Assist with basic network troubleshooting, such as workstation-level connectivity issues and localized or wide area outages.
• Assist network engineers with physical cabling between switches, routers, and other network devices.
• Assist network engineers with console access into network devices.
• Assist network engineers with power cycling of network devices.
• Coordinate with local maintenance teams to access IDF cabinets that are mounted above floor height, instructing them on what needs to be verified.
• Maintain available network tools such as patch cables, console cables, and adapters needed.
• Collaborate with network engineers on system changes, patches, and security/iOS updates.

Conference Room Audio/Video Support

• Maintain and support AV systems in meeting rooms and collaboration spaces.
• Troubleshoot video conferencing platforms (e.g., Microsoft Teams) and display equipment.
• Coordinate with vendors or internal AV teams for system upgrades and repairs.
• Monitor and support conference rooms for audio/video performance.
• Ensure proper functioning of video walls, digital signage, and other display systems.

Distribution House technology

• Maintain and troubleshoot ruggedized hardware used in the warehouse, including RF scanners, and mobile devices.
• Manage and support RF communication hardware, including signal analysis and connectivity across the facility.
• Troubleshoot issues with both label and document printers on the warehouse floor and all-in-one hubs in the back office.
• Function as an onsite liaison assisting with the diagnosing and resolution of warehouse specific systems such as Dematic and WM. This includes:
• Understanding of the issue
• Engagement of vendors if necessary
• Engagement of the DH APPS or HCL APPS support teams
• Perform routine walkthrough the DH floor to monitor and maintain the IT Equipment, and coordination with operations.

Incident Management

• Act as the first responder for all IT-related incidents across the Distribution House site during the designated support shift.
• Monitor and manage the IT support ticket queue using the enterprise ITSM platform (e.g., ServiceNow).
• Determine which tickets should be routed to the APPS team or require vendor engagement (i.e., Dematic, Beumer, Berkshire Gray).
• Generate required incidents with key vendor support teams (i.e., Dematic, Beumer, and Berkshire Gray)
• Remain as the liaison between the vendor and Operations. Gather needed information from Operations to provide to the vendor for resolution and confirm the resolution of the incident with Operations to ensure closure of the ticket.
• Reference all vendor tickets within the ServiceNow incident and conversely reference the ServiceNow incident number within the vendor ticket.
• Track all open vendor incidents to ensure they are addressed and there is timely closure of the incident.
• Follow-up with vendors consistently to ensure timely closure of incidents.
• Ensure that open incidents, both internal to UA and vendor supported are clearly communicated during shift transition so that we can ensure timely closure of incidents.
• Prioritize tickets based on severity, impact, and business needs.
• Engage the Critical Incident Management (CIM) team for operational-impacting issues when necessary (see P1 and P2 checklist guide to help determine incident severity).
• Maintain accurate and detailed records of incidents and resolutions within the ticketing system.
• Track issues from initial report to resolution, ensuring timely updates and status changes within the ticketing system. All incidents are to remain open until confirmed resolved by the end user.
• Escalate incidents to internal UA or vendor support teams, as necessary.
• Monitor the escalation of incidents to the Global Support Desk team, following up with the GSD until the incident resolution is confirmed by the end user.
• Conduct trend analysis of tickets periodically to identify persistent issues that can be addressed instead of band aided.

Collaboration & Escalation

• Work closely with corporate IT teams for escalations and project rollouts.
• Participate in cross-functional meetings to align IT support with business needs.
• Liaise with third-party vendors and IT teams to resolve complex or systemic problems.
• Support IT-related projects such as software and hardware upgrades, office relocations, and new technology rollouts.
• Provide feedback and suggestions for continuous improvement of IT services.
• Identify and escalate facility-related IT issues (e.g., power, cabling, environmental conditions) to the appropriate facilities team.
• Collaborate with facilities to ensure IT infrastructure is safe and protected from any environmental utilities.
• Coordinate with DH leadership and Industrial Engineering on developing fiscal budgets and long-range planning budgets for the replacement of IT assets, and the purchase of needed spare parts and maintenance kits.
• Collaborate with DH leadership to ensure Site Support resources are available for adjusted and expanded shift schedules during key peak processing periods.

Vendor Escalation and Escorting

• Coordinate with external vendors for onsite support, installations, or repairs.
• Serve as the onsite contact for vendor visits, ensuring compliance with security and safety protocols.
• Assist in providing vendors access to UA guest networks.
• Escalate vendor-related issues to IT leadership or procurement as needed.
• Work with Dematic to follow up on lingering tickets and help to confirm the closure of tickets with the end users.
• Be the point of contact for all vendor tickets, helping to gather information that may be required and verify resolution of the issue and closure of the ticket.

Administration and documentation

• Track and manage IT inventory, including hardware lifecycle and replacements.
• Assist with sourcing, ordering, and receiving IT hardware and software.
• Document support procedures, configurations, and troubleshooting steps within ServiceNow KB articles.
• Contribute to internal knowledge bases by documenting technical fixes and procedures within ServiceNow KB articles.
• Maintain accurate records of IT assets, including location, assignment, relevant technical data, lifecycle status, and warranty information in ServiceNow.
• Generate routine status updates and reports on IT inventory, usage trends, and capacity metrics for leadership review.
• Maintain cleanliness of all MDF rooms, ensuring that only servers, network, and power equipment are present in the room.
• Maintain a readied inventory of spare parts and equipment.
• Support audits and compliance checks by providing detailed asset documentation and status updates.
• Secure IT assets for networking and infrastructure as they prepare for hardware related projects.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.