Desktop Support Technician

Simon & Schuster was named to Forbes magazine list of America's Best Mid-Size Employers 2022. Simon & Schuster is a global leader in general interest publishing, dedicated to providing the best in fiction and nonfiction for readers of all ages, and in all printed, digital and audio formats. Its distinguished roster of authors includes many of the world's most popular and widely recognized writers, and winners of the most prestigious literary honors and awards. It is home to numerous well-known imprints and divisions such as Simon & Schuster, Scribner, Atria Books, Gallery Books, Pocket Books, Adams Media, Simon & Schuster Children's Publishing and Simon & Schuster Audio and international companies in Australia, Canada, India and the United Kingdom, and proudly brings the works of its authors to readers in more than 200 countries and territories. For more information visit our website at www.simonandschuster.com.

Position Summary 

The Warehouse Technology Support Specialist is the on-site technology point of contact for Simon & Schuster's Jackson warehouse. This hands-on role supports the technology that keeps warehouse operations moving, including shared PCs, kiosks, static and RF workstations, operational printers, and packing and shipping print workflows. The Specialist works directly with warehouse leadership and central IT teams to assess operational impact, resolve common issues on site, support approved equipment and infrastructure work, and confirm that employees can resume work after an incident or scheduled change. 

What You Will Do 

• Serve as the visible, dependable on-site technology contact for warehouse leaders and employees, prioritizing incidents according to their impact on warehouse operations. 

• Diagnose, repair, replace, and validate shared Windows workstations, kiosks, printers, monitors, docks, peripherals, and approved warehouse technology. 

• Support packing and shipping print workflows through hands-on troubleshooting, local printer checks, and validation of packing-list and label output before escalating application or network issues. 

• Stage, deploy, recover, ship, and track employee and shared devices for new hires, replacements, onboarding needs, and approved site projects. 

• Provide first-level support for Windows 11, Microsoft 365, basic account access, MFA, and shared-device login issues; route identity, security, and account-administration work to the appropriate central IT team. 

• Assess wired, wireless, and RF connectivity symptoms, capture location and device details, document operational impact, and coordinate escalation to Network Engineering. 

• Perform approved on-site physical support under direction from central IT teams, including equipment checks and installations, troubleshooting, console access, device reboots, port identification, cable tracing, directed port or cable changes, and physical validation. 

• Support approved maintenance, deployments, migrations, and recovery activities by communicating local impact and validating that warehouse employees can resume work. 

• Maintain accurate asset, location, ownership, and status records for site technology, and keep service tickets current with impact, troubleshooting, equipment details, escalation, and resolution information. 

• Communicate incidents, workarounds, planned changes, and restoration clearly to warehouse leaders and employees. 

• Identify recurring technology issues and readiness gaps, and recommend practical, evidence-based improvements to IT leadership. 

• Follow security, safety, access, asset-handling, and change-management requirements in warehouse, office, and designated equipment areas. 

What You Bring 

Required Qualifications 

• High school diploma or equivalent. 

• CompTIA A+ certification or comparable hands-on experience supporting end-user hardware and endpoints. 

• Two or more years of hands-on technical support experience with Windows devices, printers, peripherals, and shared technology; equivalent technical education and experience will be considered. 

• Working knowledge of Windows 11, Microsoft 365, endpoint hardware, MFA, and basic access troubleshooting. 

• Basic network knowledge, including the ability to identify switches and ports, trace basic connectivity, provide console access, and safely perform directed cabling work. 

• Ability to work full time on site, communicate and document work clearly, collaborate with central IT teams, move and stage standard IT equipment, and follow warehouse safety requirements. 

Preferred Qualifications 

• Relevant technical training, certification, or experience supporting a warehouse, distribution, manufacturing, retail, or another uptime-sensitive environment. 

• Experience supporting shared workstations, operational printers, packing and shipping print workflows, kiosks, RF-enabled devices, or warehouse connectivity. 

• Experience with scheduled deployments or cutovers, IT service and asset-management tools, structured cabling, or equipment-room procedures. 

How You Will Partner With Central IT 

You will provide local troubleshooting, documentation, physical support, and post-change validation in partnership with central IT teams. Central teams retain responsibility for enterprise configuration, cybersecurity controls, identity administration, core applications, and major infrastructure changes. 

Local Warehouse Technology Support:

• On-site troubleshooting, physical restoration checks, and employee communication for shared workstations, kiosks, RF-enabled devices, printers, and packing and shipping print workflows
• Approved physical support under direction, including equipment checks and installations, troubleshooting, console access, device reboots, port identification, cable tracing, and validation. 
• Incident documentation, asset and location records, site coordination, and pre- and post-change operational validation

Partner With Central IT Teams For

• Configuration or administration of warehouse applications, print servers, label templates, and business-process changes.  
• Enterprise network architecture, configuration, security controls, firewall or wireless changes, and major infrastructure work. 
• Identity, security, endpoint management, server, cloud, and core business-application administration. 

Work Environment 

This full-time, on-site role is based in an active warehouse environment. The successful candidate must be comfortable walking throughout the facility, working around active operations, moving or staging standard IT equipment, and entering approved equipment, support, and storage areas while following company safety requirements.  There may be occasional travel to either our other distribution facility in Nwe Jersey or our corporate office in New York.