IT Support Analyst I – DC Operations

About the role

The IT Support Analyst I – DC Operations plays a crucial role in supporting technology within a warehouse and DC environment. This position provides hands-on, onsite, and remote support for various systems and equipment, ensuring timely resolution of incidents and proper account provisioning.

Responsibilities

• Provide onsite, phone, and remote end user support for Windows, Apple, and Android based systems in a DC and warehouse environment
• Support warehouse and office IT equipment including desktops, laptops, tablets, RF guns, handheld scanners, printers, IP phones, cabling, and other peripherals
• Install, deploy, troubleshoot, repair, and replace IT equipment as needed within the DC
• Perform hardware refreshes, break fix repairs, and imaging of devices used in warehouse operations
• Aid with setup and teardown of IT equipment for warehouse projects, staging areas, and operational initiatives
• Utilize the ServiceNow ticketing system to create, update, triage, and escalate incidents and service requests
• Investigate and troubleshoot operating systems, applications, peripherals, and connectivity issues
• Provide basic network printing and barcode scanner support critical to warehouse workflows
• Maintain accurate asset inventory and ensure proper tracking of equipment assigned to the DC
• Oversee the lifecycle of workstation hardware from procurement to disposal ensuring that all equipment is tracked, secure & cost effective
• Travel to other locations in North America as needed
• Support either AM or PM shift operations within the DC
• Primary focus on real time ticket intake, onsite troubleshooting, and direct support of warehouse operations during peak business hours
• Provide hands on assistance to warehouse staff and leadership during high activity periods
• Support distribution center leadership with technology setup for ongoing and future projects, including warehouse initiatives, system implementations, and workspace buildouts
• Account provisioning and deprovisioning duties will be trained and transitioned primarily to PM shift associates as part of workload balancing between corporate IT and distribution center support

Qualifications

• Strong troubleshooting and analytical skills with the ability to diagnose root causes and recommend appropriate solutions
• Working knowledge of end user computing, hardware, and systems in a warehouse environment
• Willingness and demonstrated ability to learn and grow skills in networking, server, and system administration
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams, with the ability to use these tools for communication, documentation, and basic analysis
• Ability to quickly become proficient in proprietary and warehouse specific systems and applications
• Excellent written and verbal communication skills with the ability to interact professionally with technical and non-technical audiences
• Ability to follow documented processes and procedures with guidance while exercising sound judgment when escalation is required
• Strong customer service mindset with a collaborative team player approach
• Meticulous attention to detail, particularly with asset tracking, documentation, and account related tasks
• Willingness and ability to learn new technologies and continuously improve technical knowledge