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Deskside Support Technician

Monday - Friday, 1st Shift

About Verst Logistics

Verst Logistics is a family-owned company that offers Fulfillment, Packaging, Warehousing and Transportation solutions to our customers.

In 1966, our founder, William G. ?Bill? Verst, set out to build a customer-first, no nonsense warehousing company in Northern Kentucky. The kind run by honest, hardworking people who always do the right thing to get results for our customers. We?ve since expanded well beyond that initial vision, both in terms of our physical scale and our solutions. www.verstlogistics.com

Our Core Values

At Verst, we believe that the standards of behavior that have helped our company achieve success over the years are represented in the fabric and makeup of our organization. As we continue to grow, it is critical that we recognize and strive to follow our values, not just in business but in our lives outside of the business environment as well.

INNOVATION: The introduction of new collaborative ideas and solutions

EXCELLENCE: The passion to deliver exceptional service in all aspects of our activities

RESPECT: High regard for time, knowledge and concerns of others while always demonstrating integrity and trust

SAFETY: A goal of no injury or adverse customer, environmental or community impact while doing our work

TEAMWORK: Collaboration with individual and group accountability toward a common objective

POSITION SUMMARY:
The Deskside Support Technician is responsible for maintaining and repairing hardware and technical systems. Responsibilities include and are not limited to servicing, repairing and installation of hardware (including but not limited to desktops and laptops), software and networks that support Verst?s 3PL 24x7 production environment. This role is responsible for meeting predetermined performance metrics and benchmarks while following set standards and processes in place.
The Deskside Support Technician is accountable for gathering information needed in terms of technical and service related problems, and serve as the point in resolution of these issues. This role will be responsible for logging adequate details into support tools and if necessary, engage additional support internally/externally/remotely if needed to resolve problems while adhering to Service Level Objectives (SLOs).
Qualified candidates should possess a strong technical background and illustrate a desire to deliver exceptional customer service to partners and all customers. Candidate must possess a strong problem-solving aptitude and have an ability take control of problems to resolution and beyond.
ESSENTIAL FUNCTIONS:
Strategy & Governance

• Serves as a member of the Infrastructure team.
• Supports consistent approach and collaborates with other members of IT, such that decisions are made in line with both the IT and business strategies and objectives.
• Participate and support development, communication, and maintenance of IT policies and procedures within the IT organization.
• Maintain an industry awareness of information technology, IT best practices, and related technology trends, particularly in relation to the 3PL industry. Identify and suggest innovation opportunities aimed at improving and equipping the organization with better tools to perform assigned job functions.
• Participate and support development and maintenance of policies, procedures, and associated training plans for given roles.
• Support Infrastructure leader in IT Governance process that determines project prioritization and resource planning.

Deskside Support

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop production operations services.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation network software products.
• Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.
• If necessary, liaise with third-party support and PC equipment vendors.
• Perform related duties consistent with the scope and intent of the position.

Security & Risk Management

• Support established IT Deskside Support processes.
• Participate and support design and implementation of security defenses and practices to prevent breaches related to identity, company data, brand image, personal information, or any other information deemed to be sensitive.
• Assist the development, management, and testing of the overall disaster recovery plan, ensuring business continuity as it relates to the IT Service Desk.

JOB SPECIFICATIONS:
Key Work Experience & Competencies

• Two or more years of experience as a Deskside Support Technician related role strongly preferred.
• One or more years of experience working in a high availability (24X7, 99% uptime) environment.

• Excellent knowledge of PC and desktop hardware.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.

• Experienced in user applications, equipment and system upgrades.
• Experienced in functions and use of computer and peripheral hardware.
• Previous experience within a 3PL, Logistics, Transportation, Warehousing or Fulfillment industry strongly preferred.

• Must have a communicative, collaborative, transparent, and trusted approach to working with his/her staff, colleagues, upper management, and outside partners.
• Experience working with outside IT service providers.
• Willingness to guide and assist others in resolution process within team.
• Strong analytical and problem-solving capabilities with a Customer-Service orientation and positive attitude is a MUST.
• Experience in utilizing ITIL compliant service desk tools.

Soft skills

• Excellent organizational and planning skills.
• Strong communications and interpersonal abilities.
• Treats others with respect and value, with diplomacy and tact.
• Ability to listen, build rapport, and credibility as a partner within the business and IT.
• Strong customer service orientation.
• Ability to make sound and logical judgments under intense pressure.
• Self-directed and self-regulated, while being accountable for his/her area of ownership and role.
• Ability to balance the needs of customers in a challenging 3PL setting with the requirements to maintain a stable, secure, and ever-changing IT environment.
• Ability to translate and communicate technical information to a non-technical audience.
• Strong incident and problem management skills including identification and escalation of system issues.
• Ability to manage high severity issues and escalate as appropriate.

Desired Education

• High School diploma or equivalent, and/or 3 years work experience in related field.
• ITIL Certification preferred.

Travel

• Less than 5% of domestic travel

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Walton, KY 41094: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows 10/11: 1 year (Preferred)

Work Location: One location