Information Technology Support Technician

ACT Professional Solutions is seeking an on-site Information Technology Support Technician in Cinnaminson, NJ. The role involves providing Tier 1 to Tier 3 IT support, managing hardware and software issues, and adhering to service level agreements. Responsibilities include troubleshooting, user access management, and maintaining IT service delivery standards. The position requires travel within a 2-hour radius for support when remote assistance isn't feasible.
Job Summary

The onsite Warehouse IT Service Support II role is essential for delivering high-quality IT support to Maersk WnD internal associates. This position encompasses Tier 1, Tier 2, and occasionally Tier 3 support, ensuring adherence to corporate service level agreements. Support is provided through various channels, including ServiceNow ticketing system, in-person assistance, phone calls, emails, and Instant Messages.

Key Responsibilities:
• Provide comprehensive hardware support for RF scanners, printers (document centers, group LaserJet, and label printers), PCs, video conferencing systems, mobile devices, and tablets as well as networking, messaging, security, and mobility platforms
• Handle user access requests and issues
• Support internal systems and applications
• This role demands a proactive approach to problem-solving and a commitment to maintaining the highest standards of IT service delivery.

Essential Duties & Functions
• Job requires worker to be on-site being dependable and reliable.
• Travel to other locations within a 2-hour driving radius for support and project purposes, when remote assistance is not feasible.
• Identify, troubleshoot, and resolve hardware issues, user access problems, and internal application or networking issues before escalation.
• Manage assigned tickets through ServiceNow, creating and documenting all activities in the internal ticketing system, and updating the status to reinforce service level agreements.
• Coordinate the on-site computing equipment inventory with active knowledge of device usage and purposes.
• Develop partnerships with Operations to understand the business activities, both current and future, to advise on and contribute to the enhancement of technology best practices.
• Respond to IT service phone calls, emails, and IMs promptly.
• Adhere to IT policies and processes, following best practices in technical support and customer service, and provide training to end users when required.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities
• Technical Proficiency: Knowledge and hands-on experience with a variety of hardware devices, including RF scanners, printers (document centers, group LaserJet, and label printers), PCs, video conferencing systems, mobile devices, and tablets as well as networking, messaging, security, and mobility platforms.
• Operating Systems: Proficient in both Windows and Linux operating systems.
• Communication Skills: Strong communication skills, both written and verbal, with fluency in English.
• Strong customer service skills
• Solid skillset in planning, organization, analytical thinking, and problem-solving.
• Solid skillset in relationship building, taking ownership of tasks and projects, and effectively communicating technical ideas and concepts in a user-friendly manner.
• Problem-Solving Abilities: Proactive approach to solving technical problems, conducting efficient research, and adapting to rapidly changing environments and priorities.
• Teamwork and Independence: Ability to determine and prioritize when to work independently or within a cooperative team environment, helping to accomplish shared goals.

Physical Demands

While performing the duties of this role, the employee is frequently required to use their hands to handle or feel objects, tools, or controls, and to talk and hear. The role necessitates standing, walking, reaching with hands and arms, as well as stooping, kneeling, crouching, or crawling. The employee must possess the ability to lift and/or move objects weighing up to 50 pounds. Specific vision requirements for this job include close vision, distance vision, and peripheral vision. The noise level in the warehouse environment can be loud, and quiet in other settings.

Qualifications & Requirements
• Education (preferred but not mandatory): Associate's, bachelor’s degree in computer science or a related field, or technical diplomas or certifications.
• 3 to 4 years of experience in a warehouse environment, executing most, if not all, of the essential duties and functions listed, and possessing the requisite knowledge, skills, and abilities necessary for the job, including the physical requirements.
• Mandatory use of safety shoes.