Stellar’s Commitment
At Stellar, we believe every employee plays an important role in our success. Contributions extend beyond defined responsibilities, and we value team members who are willing to step in, support one another, and take initiative when needed.
We are committed to working collaboratively and expect each employee to contribute wherever and whenever their skills and efforts can help move the organization forward and ensure our collective success.
Position Summary:
The Operations Support Coordinator is a reliable, service-oriented member of the Technology team responsible for providing day-to-day technical support to employees across office, sales, and warehouse environments.
This role serves as the first point of contact for technology-related questions and issues. Whether assisting with devices, business applications, system access, or troubleshooting day-to-day technical problems, the Operations Support Coordinator takes ownership of each request, communicates effectively throughout the support process, and works collaboratively to ensure issues are resolved.
Success in this role means employees receive timely, professional support, technology issues are resolved efficiently, and business operations continue to run smoothly.
Essential Duties and Responsibilities:
End User Support
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Serve as the primary point of contact for employee technology support requests received by phone, email, or the ticketing system.
- Provide friendly, responsive support to office staff, sales teams, and warehouse employees.
- Take ownership of support requests from initial contact through final resolution, ensuring issues are addressed promptly and nothing falls through the cracks.
- Follow up with employees to confirm issues have been fully resolved and expectations have been met.
Technical Support & Troubleshooting
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Troubleshoot basic issues involving computers, printers, scanners, mobile devices, Prophet 21 (P21), Microsoft 365, and other business applications.
- Investigate issues by gathering information, asking thoughtful questions, and working through problems logically.
- Coordinate with internal IT resources or third-party vendors when advanced technical support is required.
- Assist with new user setup, device deployment, and basic system access.
Documentation & Continuous Improvement
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Accurately document support requests, troubleshooting activities, and resolutions within the ticketing system.
- Create and maintain knowledge base articles and user documentation for common questions and recurring issues.
- Identify opportunities to improve support processes and enhance the overall employee experience.
Professional Standards
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Demonstrate professionalism, accountability, and a strong customer service mindset in every interaction.
- Maintain confidentiality when working with company systems and information.
- Participate in ongoing training and continuous learning to expand technical knowledge and support capabilities.
Other duties, responsibilities, and activities may be assigned or modified at any time to meet business needs
Hours/Schedule:
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Up to 40 hours per week.
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Standard work schedule will be determined based on business needs and communicated at the time of hire.
Education:
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High school diploma or equivalent required.
- Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred.
- Equivalent combinations of education, training, and relevant work experience may be considered.
Experience:
- Two to four years of experience in customer service, technical support, help desk support, school or educational IT, or related technical support roles preferred.
- Experience supporting Microsoft 365, Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft Defender, or similar enterprise technologies preferred.
- Experience supporting users in a distribution, warehouse, manufacturing, or industrial environment is a plus.
Knowledge, Skills & Abilities:
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Strong customer service mindset with a genuine desire to help others and resolve issues.
- Excellent verbal and written communication skills, with the ability to keep users informed throughout the support process.
- Ability to prioritize work effectively and respond appropriately based on business impact and urgency.
- Strong analytical and problem-solving skills with the ability to troubleshoot issues methodically.
- Demonstrated ownership and follow-through to ensure issues are fully resolved.
- Patient, approachable, and comfortable supporting users with varying levels of technical knowledge.
- Ability to work independently while collaborating effectively as part of a team.
- Comfortable learning new technologies, systems, and business applications, including Prophet 21 (P21).
Additional Requirements:
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Must be at least 18 years of age.
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Must be able to pass a background check and drug screening.
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Must be legally authorized to work in the United States.
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Must maintain regular and reliable attendance.
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Must be able to communicate professionally with customers, suppliers, vendors, and internal teams.
Working Conditions
Physical Demands:
- Light to moderate physical effort, including prolonged sitting and frequent use of computers and standard office equipment.
- Ability to maintain arms and hands in the same position while performing repetitive computer tasks.
- Frequently handles light objects and office equipment.
- Ability to lift up to 25 pounds regularly and up to 75 pounds occasionally.
- Ability to perform physical tasks necessary to support office, warehouse, and operational technology needs.
Work Environment:
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Primarily works remotely from a home office, with occasional travel to branch locations as business needs require.
- Regularly provides technical support using phone, email, Microsoft Teams, remote desktop tools, and the organization's ticketing system.
- Collaborates daily with distributed Technology team members and business users across multiple locations.
- Maintains a secure, organized remote work environment with reliable internet connectivity.
- Must follow all company policies related to information security, remote access, and technology best practices.
Benefits: Medical, dental, and vision insurance; company-paid life and AD&D insurance; short-term and long-term disability insurance; 401(k) with employer match; paid time off and paid holidays; gym reimbursement program; Employee Assistance Program (EAP); employee rewards and recognition program; and HSA with company contribution on eligible plans.
Benefits are subject to eligibility requirements and may be modified by Stellar Industrial Supply at any time.
**Stellar Industrial Supply is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. Applicants who require a reasonable accommodation during the application or hiring process may contact Human Resources at [email protected] for assistance.**
