Desktop Support Technician

Description

Union Supply Group

Union Supply Group Since its founding in 1991, Union Supply Group has grown into the most innovative and price sensitive supplier of commissary goods and services. Union Supply provides food, apparel, footwear, electronics, and personal-care products to State, Federal and County correctional institutions nationwide.

Work with a team culture of respect, career growth, job security and competitive compensation! We strive for a positive environment where everyone can grow and learn at every step of their journey. With Union Supply Group you will know you will be entrusted with making a great impact on the organization.

Purpose of Position:

This position will be responsible for providing administration, configuration, and support of the Union Supply Information Systems including Warehouse Management System, MS Dynamics AX, Email, file share, phone system, wireless warehouse equipment, RF guns, network switches, desktop PC's, laptops, printers, copy machines, etc.  The primary work location will be the warehouse in Groveport, Ohio, but this position will also require occasional travel to other Union Supply warehouse and office locations, including USG joint venture warehouses that are in or near correctional facilities.   This position will provide support for Information System hardware and software for users in office and warehouse environments.

Essential Functions and Responsibilities:

• Configure, support, and maintain desktop computers, laptops, and printers in office and warehouse settings.
• Provide support to users relating to both hardware and software problems on their PC’s, laptops, printers, IoT equipment, office phones, and cell phones.
• Configure and maintain wireless warehouse elements such as WLAN controllers, switches, Access Points, and RF guns.   This includes the configuration and support of Symbol RF guns and the coordination of their repair by outside parties.
• Use USG’s OS imaging system to facilitate the efficient deployment of OS images on desktop PC’s and laptops.
• Manage and verify the successful deployment of OS and application patches on all servers and Information Systems equipment assigned and provide weekly written status reports to the CTO to ensure compliance objectives are met.
• Complete work orders such as installing computers, connecting, and moving devices, and installing new or replacing failed components in computers, servers, and other IT systems.
• Close all assigned Service Requests and Incidents in a timely manner with accurate and appropriately detailed descriptions of steps taken to resolve the reported issue or complete the assigned tasks/requests.
• Perform software and firmware upgrades on all PC’s, laptops, IoT devices, RF guns, and servers and systems as requested by USG IT management.  
• Request approval for and maintain a written log of all software updates deployed and configuration changes made on all network elements or systems.
• Provide deployment assistance and ongoing support for the USG ERP platform (MS Dynamics AX) when requested in writing via electronic mail or the USG Incident Management system.
• Configure and maintain Video Surveillance systems, including the NVR’s, the cabling, and deployment and replacement of cameras as needed.
• Configure and maintain secure and properly segmented Local Area Networks (LAN) to effectively prevent access to sensitive or confidential information by unauthorized parties.  
• Work with USG IT Support staff to support and maintain secure Wide Area Networks (WAN) that provide redundant routes between all USG locations. 
• Effectively use the SolarWinds Network, Application, and IP Address Management modules deployed at USG to monitor network, server, and application performance.
• Use deployed Intrusion Detection Systems (IDS), Data Loss Prevention (DLP), and security monitoring systems that are installed at Union Supply to maintain the privacy of USG and customer information and systems.  
• Establish, safeguard and maintain secure passwords on all USG PC’s, laptops, servers, routers, firewalls, and other systems that the Desktop Support personnel has access to.
• Assist with the creation and maintenance of the documentation of USG IT systems.  Configuration and Support information shall be added as Solutions to the Knowledge Base in the USG Incident and Request Management System as appropriate.
• Develop and maintain software and hardware inventory and tracking systems; develop inventory lists and order, stock, and store electronic components.
• Prepare and submit vendor warranty claims, parts, and documentation associated with warranty repairs (with authorization from vendors).
• Install cable for the computer, phone system, and video surveillance system. Perform moves, adds, deletes, and other changes for phone users. Provide phone support and training to new users and solve miscellaneous phone problems.
• Install network switches; install CAT 6 cabling from the server room to users' workstation areas; maintain fiber networks and troubleshoot problems.
• Configure and set up servers to work with various programs; install software including, but not limited to, MS Operating systems, Office Suite, Adobe products, and security and anti-malware software. Ensure server backups and networked user backups are performed on a regular basis;
• Perform preventive maintenance for computer, network, and/or peripheral equipment; test and adjust to appropriate standards.
• Regular and satisfactory attendance and punctuality
• Perform other services as requested by the Union Supply Director of IT or CTO.

We offer:

• Career advancement. We continuously strive to upskill our employees and offer internal employees the opportunity to thrive and grow within the company.
• Training & New skills.  You’ll learn. The opportunities are limitless. You will be given the opportunity to learn beyond your expertise and cross train to allow you to expand your knowledge base.
• Team environment. At Union Supply Group, we are a Team. It isn’t uncommon to work on small or large teams where everyone supports each other.

Benefits Continued:

• Competitive wage
• Team environment
• Good Work-Life Balance
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Paid Time Off (PTO)
• Holiday pay opportunities
• Birthday PTO
• On-the-job training and skills development
• Employee Assistance Program

Qualifications

Required Experience:

• A minimum of 3 years of PC support, technology support, and/or ​​Help desk experience.​​
• A minimum of 2 years of experience with configuring and supporting computer hardware and software solutions.
• A minimum of 1-year of experience in Warehouse operations with a general knowledge of critical IT components is needed to maximize uptime efficiency.

Required Expertise: Must have a good working knowledge of and experience with configuring and managing the following software:

• Microsoft Windows Server 2008 thru 2022 Operating Systems
• Microsoft Windows 10/11 Operating Systems
• Microsoft Exchange Server 2010-2016 and Outlook
• Microsoft Active Directory, DNS, DHCP, RDSH
• Microsoft Office products, Office 365
• Endpoint protection to include virus and malware detection on servers, user PC’s, and laptops
• Security Awareness Training

• Video Surveillance and recording systems.
• RF Gun configuration and management (required within 30 days of hire)
• ManageEngine ServiceDesk Plus Desktop Central (required within 30 days of hire)
• Screen connect or similar remote-control software (required within 30 days of hire)
• Orion Solarwinds (required within 60 days of hire)

Required Knowledge, Skills, and Abilities

• Data and Voice network architecture, configuration, and support
• Network and server security best practices
• Microsoft Dynamics AX (required within 6 months of employment)
• Excellent communication and interpersonal skills
• Effective troubleshooting and analytical skills
• Ability to remain calm under pressure and focus on assigned tasks
• Work in a team environment
• Ability to maintain hardware and cabling at heights with a ladder or scissor lift.

Preferred or Recommended Education and Certifications

• Technical degree from 2 years or 4-year accredited college, university, or technical school
• CompTIA A ,
• CompTIA Network or Security
• Microsoft (MCSE)

Equal Employment Opportunity Policy

Union Supply Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Salary : $65,000 - $75,000