Technical Support IT

Logistics seems so simple – just goods in, goods out. For us there is so much more to it: By combining deep industry expertise with the right technologies, we develop innovative supply chain management and e-commerce solutions for our clients. More than 17,000 employees work at around 100 locations world-wide with state-of-the-art cloud technologies. This enables us to provide our clients with the best possible support for their growth objectives. 

Your Tasks

The right person for this role will demonstrate excellent communication skills, soft skills, and writing skills. Technical proficiency is required, along with the ability to understand and clearly explain complex topics. The position expects quick learning, initiative, and the capacity to work independently. Responsibilities include providing first-level IT support and performing offline functions as needed. As a member of Arvato IT Central Services in the USA, collaboration with both local and international teams will be required. 

• Supports US and international lines of business 
• Provide technical support to high‑end clientele by responding to inquiries and resolving incidents through Jira and other ticketing systems, email, and multiple support channels. 
• Log, prioritize, troubleshoot, and resolve system issues, escalating complex cases to higher‑level support or third parties when necessary. 
• Monitor system performance to proactively identify and address potential issues, minimizing downtime and ensuring service continuity. 
• Collaborate with internal departments and external partners to follow up on customer inquiries and deliver timely, accurate solutions. 
• Create, update, and maintain technical documentation, FAQs, and knowledge base articles; assist users with new tools, updates, and best practices. 
• Identify emerging issues, trending problems, and opportunities to streamline procedures, contributing to continuous process improvement. 
• Support US and international lines of business, ensuring compliance with company procedures and adapting to program changes or updates. 
• Perform additional operational tasks such as website testing, data entry, and order entry as required. 
• Any additional tasks that may be assigned to ensure an efficient, safe, clean, and goal-oriented work environment 
• This job description is not intended to be a comprehensive list of duties and responsibilities, the Company reserves the right to change or modify the job description at any time, with or without notice. 
• Supports US and international lines of business 
• Provide technical support to high‑end clientele by responding to inquiries and resolving incidents through Jira and other ticketing systems, email, and multiple support channels. 
• Log, prioritize, troubleshoot, and resolve system issues, escalating complex cases to higher‑level support or third parties when necessary. 
• Monitor system performance to proactively identify and address potential issues, minimizing downtime and ensuring service continuity. 
• Collaborate with internal departments and external partners to follow up on customer inquiries and deliver timely, accurate solutions. 
• Create, update, and maintain technical documentation, FAQs, and knowledge base articles; assist users with new tools, updates, and best practices. 
• Identify emerging issues, trending problems, and opportunities to streamline procedures, contributing to continuous process improvement. 
• Support US and international lines of business, ensuring compliance with company procedures and adapting to program changes or updates. 
• Perform additional operational tasks such as website testing, data entry, and order entry as required. 
• Any additional tasks that may be assigned to ensure an efficient, safe, clean, and goal-oriented work environment 
• This job description is not intended to be a comprehensive list of duties and responsibilities, the Company reserves the right to change or modify the job description at any time, with or without notice. 

Your Profile

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

• Associates degree in Computer Science, Information Technology or related field and/or 1-3 years experience in a technical support, help desk, or IT operations role
• Excellent written and verbal communication skills
• Strong familiarity with PCs, including MS Windows Operating System and the Internet 
• Working knowledge of Microsoft Word, Excel, e-mail.
• Previous experience in a fast-paced, high-volume warehouse environment preferred
• Knowledge of SAP pertaining to warehouse activities preferred  
• Previous Technical Support experience, a plus 
• Associate’s degree in Computer Science, Information Technology, or related field preferred 
• Familiarity with ticketing systems like ServiceNow, Jira, or Zendesk 

We Offer

• Medical, Dental, Vision, Life Insurance, and Disability Pay.  
• 401(k) with company matching up to 6%.  
• Paid Time Off, including paid holidays.  
• Flexible Spending Accounts.  
• Voluntary benefits such as legal and financial assistance, pet insurance, and more.  
• Employee Assistance Program.  
• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.  
• Commuter benefits.  
• Employee engagement activities.