IT Support Technician

About the role

We are seeking a skilled and motivated IT Service Desk Technician to join our on-site Information Technology team supporting warehouse and distribution center operations. This role is the primary point of contact for all end-user technology needs across the facility and requires a hands-on professional capable of delivering responsive, high-quality support in a fast-paced operational environment. This position is an on-site role located in Houston, TX at 14959 JACINTOPORT BLVD, Suite #200 HOUSTON, TX 77015.

Responsibilities

The ideal candidate will bring proven experience in desktop support, network infrastructure, and Microsoft cloud technologies including Azure and Entra ID, combined with the ability to troubleshoot and resolve issues efficiently to minimize downtime and keep operations running smoothly.

• Service Desk & End-User Support: Serve as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-up
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for end users and warehouse associates
• Provision, configure, and maintain desktop computers, laptops, mobile devices (including Zebra handhelds), printers, and peripherals
• Manage and track equipment inventory, including issuance, return, and lifecycle documentation
• Support voice-picking devices and warehouse management system (WMS) client software as needed
• Escalate complex issues to senior IT staff or vendors with proper documentation
• Network & Infrastructure Support: Assist with configuration, monitoring, and basic troubleshooting of firewall appliances (e.g., FortiGate) and network switches (e.g., Aruba, Cisco)
• Support wireless access point (AP) management and Wi-Fi signal troubleshooting across warehouse floor environments
• Perform VLAN awareness tasks and assist with network segmentation documentation
• Coordinate with network engineers on infrastructure changes, upgrades, and site expansions
• Monitor network alerts and assist with incident response for connectivity outages
• Microsoft Technologies & Cloud Administration: Manage user identities, access policies, and conditional access in Microsoft Entra ID (formerly Azure Active Directory)
• Support Microsoft 365 applications including Teams, Outlook, SharePoint, and OneDrive
• Assist with MDM policy enforcement via Microsoft Intune or similar platforms
• Manage on-premises Active Directory users, groups, and OUs using delegated access tools (ADManager Plus / AD360)
• Apply Windows updates, patches, and software deployments via endpoint management platforms
• Facility & Operational IT Support: Maintain IT equipment rooms, server closets, and infrastructure at the facility in a clean and organized state
• Support label printers (Zebra ZPL), print servers, and print queue management
• Coordinate with vendors and third-party service providers for hardware repairs, replacements, and on-site visits
• Participate in new site readiness, system rollouts, and hardware refresh projects
• Document procedures, configurations, and resolutions in the IT knowledge base

Requirements

• 2+ years of experience in an IT Service Desk, help desk, or desktop support role
• Hands-on experience with firewall management and configuration (FortiGate, Palo Alto, SonicWall, or similar)
• Working knowledge of managed network switches, VLANs, and wireless infrastructure troubleshooting
• Proficiency with Microsoft Azure administration – virtual machines, resource groups, subscriptions
• Experience with Microsoft Entra ID (Azure Active Directory) – user management, group policies, conditional access
• Solid understanding of Active Directory – user provisioning, group management, OU structure
• Experience with Windows 10/11 desktop support and imaging/deployment
• Ability to work independently on-site with minimal supervision in a warehouse or distribution center environment
• Strong verbal and written communication skills; able to convey technical information to non-technical users
• Valid driver's license and reliable transportation

Preferred Qualifications

• Industry certifications: CompTIA A+, Network+, Security+; Microsoft SC-900, AZ-900, MS-900; or equivalent
• Experience with MDM platforms such as ManageEngine Mobile Device Manager Plus, SOTI MobiControl, or Microsoft Intune
• Familiarity with warehouse technology including Zebra mobile computers, handheld scanners, and voice-picking solutions (AccuSpeech, Vocollect)
• Experience supporting WMS (Warehouse Management System) client software and barcode/label printing environments
• Knowledge of FortiGate firewall policies, SD-WAN, and Aruba switch/VSX configurations
• Exposure to structured cabling, rack and stack, and patch panel management
• Experience with ITSM ticketing platforms (ServiceNow, Freshservice, Zoho Service Desk cloud, or similar)
• Familiarity with ManageEngine AD360 or ADManager Plus for delegated AD administration

Work Environment & Physical Requirements

On-site position at a warehouse or distribution center facility; May require walking warehouse floors to support devices, access points, and end-users across large facility spaces

• Ability to lift up to 35 lbs for equipment handling and installation tasks
• Exposure to warehouse conditions including ambient noise, temperature variation, and industrial equipment
• Flexibility to work occasional evenings, weekends, or on-call rotations during peak operational periods or critical incidents

Benefits

• Competitive salary commensurate with experience and qualifications
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO) and company holidays
• Professional development and certification reimbursement program
• Company-issued equipment and tools