IT Support Technician

Position Summary

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 Cincinnati, OH.

Key Responsibilities

• 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

• Aid 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

• 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

• 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

Required Qualifications

• 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

• 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

• 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

• Exposure to structured cabling, rack and stack, and patch panel management

• Knowledge of FortiGate firewall policies, SD-WAN, and Aruba switch/VSX configurations

• Experience with ITSM ticketing platforms (ServiceNow, Freshservice, Zoho Service Desk cloud, or similar)

• Familiarity with ManageEngine AD360 or ADManager Plus for delegated AD administration