IT Support Analyst I

IT Support Analyst

Working Hours: 3PM PST - 11:30PM PST

This is role is onsite in Middletown, PA

D&H is growing! Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.

• We are empowered by our employee Co-Owners who provide the industry's best service, and we promote a collaborative culture.
• We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
• As a D&H Co-Owner you receive numerous discounts on services.
• We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.

SUMMARY


The IT Support Analyst I - DC Operations is responsible for providing hands on, onsite, and remote support for technology used within a warehouse and DC environment. This role supports day to day ticket management for incidents and service requests. This includes supporting end user systems and applications, hardware refreshes, repairs, and onsite technical needs unique to warehouse operations.

The position works closely with corporate IT and DC leadership to ensure timely resolution of incidents, proper account provisioning, and safe, reliable technology operations in support of DC productivity.

This role operates in a warehouse environment that may be louder, dirtier, and more physically demanding than a traditional office setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide onsite, phone, and remote end user support for Windows, Apple, and Android based systems in a DC and warehouse environment

• Support warehouse and office IT equipment including desktops, laptops, tablets, RF guns, handheld scanners, printers, IP phones, cabling, and other peripherals
• Install, deploy, troubleshoot, repair, and replace IT equipment as needed within the DC
• Perform hardware refreshes, break fix repairs, and imaging of devices used in warehouse operations
• Assist with setup and teardown of IT equipment for warehouse projects, staging areas, and operational initiatives
• Utilize the ServiceNow ticketing system to create, update, triage, and escalate incidents and service requests
• Investigate and troubleshoot operating systems, applications, peripherals, and connectivity issues
• Provide basic network printing and barcode scanner support critical to warehouse workflows
• Maintain accurate asset inventory and ensure proper tracking of equipment assigned to the DC
• Oversee the lifecycle of workstation hardware from procurement to disposal ensuring that all equipment is tracked, secure & cost effective
• Travel to other locations in North America as needed
• Perform other related duties as assigned

PM Shift

• Emphasis on hardware refreshes, repairs, imaging, preventative maintenance, and structured technical tasks during periods of reduced warehouse activity.
• Perform user account provisioning and deprovisioning, including new hire and termination account creation and removal, as part of work trained and transitioned from corporate IT teams.
• Support after hours warehouse operations and ensure systems and equipment are prepared for the following business day.

Account provisioning and deprovisioning duties will be trained and transitioned primarily to PM shift associates as part of workload balancing between corporate IT and distribution center support.

All account related work is performed in accordance with established IT procedures and approval workflows.

WORKING RELATIONSHIPS AND OVERSIGHT

This position reports directly to the IT Support Supervisor / Manager within the Technology Service Center and is part of the corporate IT support organization. Due to the onsite nature of the role, the IT Support Analyst I (DC Operations) works closely with DC leadership and management on daily operational needs, projects, and issue resolution.

This role requires the ability to navigate a dual support environment by balancing direction from corporate IT while collaborating with DC management to address onsite technology needs. When questions arise regarding priority, scope, security, or appropriateness of work requests, the associate is expected to escalate to IT leadership for guidance and decision making.

KNOWLEDGE, SKILLS, and/or ABILITIES

• Strong troubleshooting and analytical skills with the ability to diagnose root causes and recommend appropriate solutions.
• Working knowledge of end user computing, hardware, and systems in a warehouse environment.
• Willingness and demonstrated ability to learn and grow skills in networking, server, and system administration.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams, with the ability to use these tools for communication, documentation, and basic analysis.
• Ability to quickly become proficient in proprietary and warehouse specific systems and applications.
• Excellent written and verbal communication skills with the ability to interact professionally with technical and non-technical audiences.
• Ability to follow documented processes and procedures with guidance while exercising sound judgment when escalation is required.
• Strong customer service mindset with a collaborative team player approach.
• Meticulous attention to detail, particularly with asset tracking, documentation, and account related tasks.
• Willingness and ability to learn new technologies and continuously improve technical knowledge.

EDUCATION and/or EXPERIENCE

• Education

1. One year Certificate from College or Technical School; or six months to one year related experience

• Experience
  • 1-2 years of impeccable customer service experience
  • 1-2 years of help desk or technical support experience