IT Support Specialist

POSITION SUMMARY 

The Help Desk Support Specialist is a Level 2 support role on the IT team, going beyond basic triage to provide hands-on technical resolution for hardware, software, networking, and Active Directory issues across DSI’s multi-warehouse logistics environment. This position participates fully in DSI’s Lean IT execution model—including the team’s structured support rotation with end-to-end ticket ownership—while also maintaining desktop and endpoint standards.

This is not a purely reactive role. DSI’s IT team operates a structured Lean IT model that gives every team member—including the Help Desk Specialist—protected time for improvement projects alongside day-to-day support. You’ll have dedicated time to build better desktop images, create automation, develop self-service tools, and write documentation that reduces future support volume.

KEY RESPONSIBILITIES

Helpdesk & First-Level Support — Primary

• Ticket Ownership & Resolution: Own every incoming ticket end-to-end during your support rotation—from initial response through resolution and customer confirmation; provide technical assistance for systems, software, and hardware issues
• Issue Diagnosis: Work with end-users to determine the scope of issues and diagnose root cause of hardware and software problems
• Active Directory Operations: Perform user account adds, moves, and changes in Active Directory; manage group memberships, distribution lists, and organizational unit assignments
• Microsoft 365 Support: Provide user-level support for Outlook, Teams, OneDrive, and SharePoint; troubleshoot email, calendar, and collaboration issues; manage shared mailboxes, distribution groups, and basic M365 user configuration
• User Onboarding & Offboarding: Set up and deactivate user accounts, configure workstations, and manage the full onboarding/offboarding lifecycle
• Asset & Inventory Management: Maintain inventory of all equipment, software, and licenses including mobile devices, PCs, servers, printers, and phones
• IT Knowledge Sharing: Produce IT Tips of the Week, application guides (App Space documents), and internal knowledge management content; contribute to the team wiki to reduce repeat support requests

Desktop Engineering — Primary

• Desktop Imaging & Deployment: Maintain desktop imaging standards and OS deployment workflows across all DSI facilities
• Hardware & Mobile Device Management: Evaluate, configure, and deploy desktops, laptops, tablets, and mobile phones for warehouse and office environments; support mobile device management (MDM) policies and provisioning
• Endpoint Configuration: Configure and maintain endpoint standards; manage Group Policy settings for desktops and laptops
• Printer & Peripheral Management: Support and maintain printers, scanners, and warehouse peripherals across all locations

Patch Management & Compliance — Shared

• Patch Execution: Execute patch management cycles for Windows OS and third-party applications; track compliance and report metrics
• Endpoint Compliance: Coordinate with the Infrastructure & Security Engineer on endpoint hardening standards and compliance validation

Documentation & Improvement — Shared

• Knowledge Base: Create and maintain support documentation for common issues, ensuring it is clear and accessible for all staff
• Desktop Automation: Identify and implement automation opportunities to reduce recurring support tickets
• Process Improvement: Look for patterns in support tickets and propose process or tooling improvements to reduce repeat issues

REQUIRED SKILLS & EXPERIENCE

• Technical Skills: Proficient with computer systems, PC repair, mobile devices, and network management (LAN/WAN); ability to deploy, configure, and support operating systems on desktops and mobile devices; familiar with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory, and basic systems administration
• Customer Focus: Strong drive to provide an excellent customer service experience, with the ability to tailor communication to different audiences, especially when dealing with technical versus non-technical staff
• Problem Solving: Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
• Dependability: Takes responsibility for own actions; keeps commitments; completes tasks on time or communicates proactively with an alternate plan
• Communication: Excellent verbal and written communication skills for documentation and interaction with various levels of technical and non-technical staff and management
• Experience: One to three (1–3) years of general IT experience with specific experience supporting end users and systems. Experience with service company operations, especially in warehousing and logistics, is preferred
• Education: Associate degree preferred in a technical discipline. Equivalent work experience will be considered
• Core Values: Embodies the DSI Core Values of Team, Excellence, Entrepreneurship, Integrity, and Safety

PRFERRED QUALIFICATIONS

We value growth potential over a perfect resume. These are areas where you can develop in the role:

• Desktop imaging and deployment tools (SCCM, MDT, Intune, or equivalent)
• Structured patch management experience
• CompTIA A+, Network+, or similar certifications
• Familiarity with WMS or warehouse technology systems
• Experience in a multi-site environment supporting both office and warehouse users
• Scripting basics (PowerShell, batch) for desktop automation

PHYSICAL DEMANDS & WORK ENVIORNMENT

• Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Assistance from coworkers, supervisors, or management must be requested for any object over 25 pounds. Specific vision abilities required include close vision and the ability to adjust focus
• Work Environment: This position operates in an indoor office setting, with regular interaction in the warehouse operations environment, which may have fluctuating noise levels and temperature changes. Travel between DSI warehouse facilities in the Savannah/Garden City area is required

WORK SCHEDULE & ON-CALL

• Schedule: Monday – Friday, 8:00 AM – 5:00 PM (on-site, Garden City, GA). Must remain flexible for additional hours as required by business needs

• On-Call Rotation: Rotating on-call coverage: 5:00 PM – 8:00 AM weekdays and full weekends/holidays, shared across the entire IT team. One week at a time, rotating weekly—approximately one week per month (~12 rotations per year)
• On-Call Requirements: Requires phone availability and remote infrastructure access within 15 minutes for critical incidents. Weekend and holiday availability may be required as directed by leadership

COMPENSATION & BENEFITS

DSI offers a competitive salary commensurate with experience, along with a comprehensive benefits package including medical insurance, life insurance, 401(k), paid time off, and additional allowances. Compensation details will be discussed during the interview process.

WHY DSI? 

At DSI, the Help Desk Specialist is more than a ticket-taker. Our structured Lean IT model gives you protected time every day for improvement projects—better images, automation, documentation—alongside your support responsibilities. You’ll be part of a small, tight-knit team where your work directly impacts warehouse operations, and where there’s a clear path to grow into more advanced roles as you develop your skills.