IT Specialist (IT Technician)

Carbel, part of Arvato, is a full-service 3PL provider serving national and international clients across various industries, with a strong focus on fashion and retail. The IT Technician supports users with various IT systems and devices, including PCs, printers, and RF guns. Their duties involve maintaining and upgrading hardware and software, performing routine administrative tasks, and managing local system functions. They also help escalate and resolve technical issues in collaboration with other IT team members.

YOUR TASKS

• Provide technical support to users by serving as the first point of onsite contact for internal customers seeking technical assistance.

• Responsible for researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.

• Provides answers to customers by identifying problems, researching answers, and guiding through corrective steps.

• Candidate will assist our customers via phone, email, chat & on-site support.

• Must be meticulous and analytical to accurately capture customer interactions and close out submitted trouble tickets in a timely manner. Candidate will escalate and track issues that extend beyond onsite span of control or expertise.

• Manage onsite support tickets within service level

• Respond to customer issues via phone, email, chat & on-site support

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determining the best solution based on the issue and details provided by customer

• Document customer interactions

• Escalate issues to the next Tier with next level of difficulty as needed

• Install, make changes, and repair computer hardware and software

• Monitor site to proactively identify and resolve issues

• Oversee customer communication through to resolutions

YOUR PROFILE

• Excellent oral & written communication skills

• Ability to diagnose and resolve basic computer technical issues

• Flexibility to work a variety of shifts with minimal notice

• Detail oriented

• Analytical/Critical thinking

• Highly organized

• 2 years of experience working in a help desk or onsite support environment

• The ideal candidate will have an associate degree in information technology and a minimum of 2 years of experience working in a help desk or onsite support environment.

• Must be able to sit in front of a computer for prolonged periods of time

• Use of office equipment

WE OFFER

• Medical and Life insurance.

• Paid Time Off, including paid holidays.

• Voluntary benefits such as Dental, Vision, and Gap insurance, short-term disability, paid family leave, accident insurance, critical illness and cancer insurance.