IT Support Specialist-Level 1

About the role

Solve problems. Support people. Keep technology moving. Be the first point of contact for technology support across RefrigiWear's North American locations, including our Dahlonega distribution center. RefrigiWear is seeking a customer-focused IT Support Specialist to provide responsive, practical technology support across our North American operations. This is a hands-on frontline support role: you will troubleshoot user issues, manage service desk tickets from intake through resolution, prepare equipment, and help employees feel confident using the technology they rely on every day. The successful candidate will be patient, organized, and comfortable explaining technical information in plain language while supporting both office and warehouse environments. This role works in both office and warehouse environments, including cold storage areas. Regular activity may take place at employee workstations, in equipment rooms, and on the warehouse floor. The position requires the ability to lift and carry computer equipment. RefrigiWear is the industry's leading manufacturer of insulated industrial workwear, accessories, and personal protective equipment for subzero temperatures, inclement weather, and low-visibility environments. Our technology team supports the people and systems that help keep our operations moving. Build broad, practical experience across office, warehouse, and distribution technology. Work directly with employees and see the immediate impact of your support. Grow your skills through hands-on troubleshooting, documentation, and collaboration. Ready to build your IT career? Bring your curiosity, patience, and problem-solving skills to RefrigiWear and help our teams stay connected and productive.

Responsibilities

• Frontline support - Respond to requests received through the service desk, email, phone, and in person.
• Ticket resolution - Log, prioritize, troubleshoot, resolve, and document incidents and service requests from intake through closure.
• Device support - Support desktops, laptops, mobile devices, printers, peripherals, handheld barcode scanners, label printers, and conference room equipment.
• Equipment lifecycle - Set up, configure, deploy, retire, and accurately track computer equipment and other IT assets.
• User administration - Manage user accounts, permissions, and password resets in accordance with company policy.
• Employee transitions - Complete IT onboarding and offboarding tasks for new hires, transfers, and departures.
• Escalate complex issues to senior IT staff with complete, accurate diagnostic information.
• Create and maintain user guides, procedures, and knowledge base articles.
• Train employees on basic systems, equipment, and effective technology use.