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IT Support Specialist II

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,500 employees across 29 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Reaching a revenue of $2 billion in 2024, Dorman is publicly traded under the stock ticker DORM.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Job Summary

The Field Support Specialist (FSS) serves as the primary point of contact for endusers seeking technical assistance within the organization’s computing environment. This role is responsible for performing firstlevel diagnostic support, troubleshooting basic technical issues, and appropriately escalating incidents in accordance with established protocols, policies, and procedures.

Key responsibilities include assisting with the documentation of procedures and policies, contributing to the development and implementation of effective operational standards, and ensuring timely followthrough to resolve and close support requests. The FSS also provides handson support for workstation hardware, desktop software, and related technology deployments, as well as delivering enduser training to enhance adoption and effective use of technology resources.

This role is onsite Monday through Friday 8:00AM to 4:30PM in our corporate headquarters in the Philadelphia suburbs (Colmar, PA).

Primary Duties

Maintains a professional, positive, and service‑oriented demeanor during all client interactions and team engagements.
Assists Field Support Specialist I team members in resolving non‑routine or complex software, hardware, and procedural issues.
Participates in the after‑hours critical incident response rotation, providing timely and effective support.
Coordinates IT asset management activities, including inventory tracking, asset registration, and lifecycle documentation.
Leads or contributes to team projects aimed at improving the quality, effectiveness, or efficiency of IT support services.
Delivers front‑line technical support, responding promptly to client‑reported issues and service requests.
Communicates emerging issues, trends, and impacts to peers and all levels of IT support to ensure awareness and effective resolution.
Follows established demand management processes to receive, prioritize, document, and resolve client requests.
Utilizes diagnostic tools and Service Desk tracking systems to troubleshoot issues, including hands‑on, onsite support when required.
Conducts thorough interviews with clients to gather details about reported issues and guides them through diagnostic steps to identify root causes and potential solutions.
Maintains accurate historical documentation of incidents and demonstrates appropriate judgment in escalating issues to higher support tiers when needed.
Coordinates real‑time interactions and handoffs across all IT support channels to ensure seamless service delivery.
Serves as a liaison between IT and end‑users, ensuring clear communication and consistent service expectations.
Recommends improvements to procedures, systems, and support processes based on user feedback and operational insights.
Provides end‑user training on technology applications, tools, and products to support effective adoption and usage.
Prepares and distributes routine electronic correspondence and communications.
Oversees all conference rooms to ensure readiness, including supply management, equipment functionality, and overall room condition.
Orders and maintains office and technology supplies and coordinates maintenance for equipment as necessary.
Performs other duties as assigned.

Qualifications

Demonstrates advanced knowledge of hardware, software, networking technologies, technical devices, and related terminology.
Exhibits strong interpersonal and communication skills, essential for effective collaboration and customer engagement.
Possesses solid organizational abilities with a proven capacity to follow through on tasks and commitments.
Shows excellent analytical and problem‑solving skills with the ability to troubleshoot complex issues.
Understands business operations and effectively integrates IT solutions to support and enhance business processes.
Capable of tracking, prioritizing, and reporting the status of multiple concurrent projects.
Adapts effectively to changing requirements, shifting priorities, and evolving organizational needs.
Prior customer service experience or related background is highly beneficial.
Physical Requirement: Capability to lift 20 pounds.
Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen. Noise level is usually moderate.

Education / Experience

Associate Degree in Information Systems, Computer Science or a closely related discipline, or minimum of 3 - 5 years' business experience.

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The US base salary range for this full-time position is $24.90 to $35.10. This role is also eligible for a bonus. The actual base pay offered to the successful candidate will depend on multiple factors, including but not limited to job-related knowledge and skills, experience, business needs, geographical location, and internal pay equity. Compensation decisions are made based on the specific facts and circumstances of each role and candidate.

As a Dorman US contributor, you (and eligible dependents, as applicable) will have access to medical, dental, vision, basic life insurance, paid time off (sick/vacation), and Paid Parental Leave. U.S. employees are entitled to paid holidays, floating holidays, and paid time off starting in their first year of employment depending on hire date. You are also able to participate in our 401k retirement plan (with company match and profit-sharing) and Discounted Employee Stock Purchase Plan.

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V. www.DormanProducts.com

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