Regional IT Service & Support Specialist

Lidl US - Graham, NC (30+ days ago)2.7

The Regional IT Service & Support Specialist will provide IT services, resolves incidents including system failures and IT related end-user issues. The specialist will resolve tickets, answer the Helpdesk Hotline, escalate and distribute calls and issues to the appropriate specialized teams, and providing on-site and off-site services. This position will report to the Regional Administration Manager.

Essential Functions

Complete reoccurring compliance tasks for the entirety of the warehouse operations
Provide support to users in technical matters and answer queries in regard to the use of the available IT equipment
Assign system access rights and install software and hardware in accordance with the relevant procedures
Adhere to the service levels agreement with the end users
Provide IT services within defined service hours including on-call duties outside regular business hours; may be rotational shifts within the regional IT team
Ensure high standards of quality, stability and consistency of the IT system environment according to our IT Administration and international guidelines
Responsible for the setup, breakdown and re-location of all PC systems and other IT equipment
Ensure correct inventorying, ordering, receiving, and distribution of IT hardware following the existing rules and guidelines
Assist with warehouse systems equipment and applications
Complete daily scheduled tasks which include but are not limited to: backups, updates, ticket queue’s, monitoring, software deployment, etc.
Provide training for new hires, warehouse employees and managers
Perform general maintenance and scheduling of services for all printers within the warehouse
Manage and monitor of the network functionality and security
Preparing for new store rollouts by checking IT readiness with Sales Operations team
Travel to store sites for setup, troubleshooting, and hardware and software maintenance
Perform other duties as assigned

Required Knowledge, Skills, Abilities

Advanced troubleshooting skills in a multi-user high pressure environment
Advanced troubleshooting skills in a multi-user high pressure environment
Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
Proven skills in PC repair, troubleshooting, deployment, and liquidation
May require lifting or carrying IT equipment up to 50 lbs.
Must have a valid driver’s license
Strong troubleshooting skills of very complex systems
Ability to explain complex IT concepts in simple terms
Proven ability to work successfully with limited supervision
Strong analytical skills and problem solving skills
Ability to manage high priority projects
Excellent written and verbal communication skills
Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines
Ability to communicate effectively with a variety of constituent groups including as senior management, peers, and outside contacts

Required Education, Certifications/ Licenses, Related Experience

High School Diploma or equivalent
1 - 2 years hands-on IT Support experience
In lieu of degree, a total number 3 – 5 years of experience in related field will meet the education and related experience requirements listed above

Physical Job Requirements

This position requires the ability to remain in a stationary position seated more than half the time
The person in this position may need to move about the store(s), distribution center(s), warehouse(s), and/or corporate office(s) less than half the time
The person in this role must be able to position him/herself (ex: kneel, crawl, crouch down) to fulfill the essential functions of the role less than half the time
The person in this position must be able to maneuver (lift, move, carry, slide, etc.) 40 – 75 lbs.
This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists all of the time
This position requires the ability to spend all of the time viewing computer monitors

Travel Requirements

This position commutes between regional offices/distribution centers less than 25% of the time of the time within a day
This position requires overnight domestic travel less than 25% of the time
Anticipated travel will be by car, air, and/or train

Bachelor’s Degree in Computer Science or IT related field
Certifications in areas of core support responsibility - A+, MCSA, MSCE, Network+, CCNA