IT Support Technician

About the role

We are hiring an IT Support Technician to be the first line of technical support at our Louisville, Kentucky warehouse. This person keeps about 250 employees working by solving everyday computer, scanner, and label printer issues on the spot, and escalating the rest to our corporate IT team. DCL Logistics has over 40 years of experience powering brands that shape how the world shops. As a modern 3PL and technology company, we serve high‑growth brands in consumer electronics, health and beauty, wellness, and connected devices, using proprietary platforms (eFactory, SelectShip, ReturnTrak) and ISO 9001:2015‑certified facilities. Headquartered in Silicon Valley with a national network reaching 96% of the U.S. population on two‑day ground, we help ambitious brands scale without limits. Our culture is built on four core values: Make It Happen, Be Resourceful, Deliver Operational Excellence, and We Care.

Responsibilities

• Act as the first point of contact for on-site IT issues, in person and through the ticketing system.
• Diagnose and fix common Windows 11 problems: logins, password resets and account lockouts, printing, network connectivity, peripherals, and application errors.
• Troubleshoot Zebra USB barcode scanners and Zebra label printers, including connections, drivers, configuration, ribbons and media, print quality, and calibration.
• Provide basic support for Android wearable devices: reboots, battery and charging issues, device swaps, and re-pairing scanners and accessories.
• Perform light mobile device management (MDM) tasks, such as enrolling or re-provisioning wearable devices, using documented procedures.
• Set up, move, and swap workstations, tablets, and peripherals on the warehouse floor and in the office.
• Log every request in the ticketing system with clear notes on symptoms, steps taken, and outcome.
• Follow established procedures and escalate issues beyond first-level support to the corporate IT team with complete information.
• Help with basic security tasks, such as reporting suspicious activity and confirming that security agents are running on devices.
• Maintain a stock of spare devices, scanners, printers, cables, and printer supplies, and keep asset records up to date.
• Help users learn to use their tools, and suggest