Warehouse IT Associate

About the role

The Warehouse IT Associate supports technology needs within Wayfair's fulfillment centers and warehouses. This role serves as the first point of contact for technology support requests and assists with various tasks including troubleshooting, creating support tickets, and managing inventory.

Responsibilities

• Serve as the first point of contact for technology support requests within the warehouse.
• Troubleshoot and resolve common issues involving Windows computers, ChromeOS computers, Google Workspace apps, printers, scanners, and other warehouse technology.
• Support Zebra handheld devices, barcode scanners, label printers, workstations, and peripherals.
• Create, update, and manage support tickets in ServiceNow.
• Escalate issues that require advanced technical support and provide accurate documentation.
• Identify site-wide outages and engage appropriate support teams through established escalation processes, including PagerDuty.
• Aid with basic network troubleshooting, cabling, workstation setup, and device installations.
• Perform inventory management, technology audits, equipment deployments, and routine floor sweeps to locate and organize IT assets.
• Build strong relationships with Warehouse Operations teams and provide excellent customer service.
• Utilize internal knowledge resources and AI-powered tools to research and resolve issues.
• Follow IT policies, procedures, and support processes.

Requirements

• High school diploma or equivalent.
• Basic understanding of computers, mobile devices, and workplace technology.
• Strong customer service, communication, and organizational skills.
• Ability to work independently and manage competing priorities.
• Comfortable working onsite in a warehouse or fulfillment center environment.
• Willingness to learn new technologies and processes.
• Familiarity with Generative AI tools such as Gemini, ChatGPT, Copilot, or similar technologies.
• Ability to lift and move technology equipment as needed.
• Flexibility to support varying shifts based on business needs with advance notice.
• Participation in rotational or on-call coverage may be required to support 24/7 operations.

Qualifications

• Experience in IT support, help desk, desktop support, customer service, warehouse operations, or a related field.
• Familiarity with Zebra devices, barcode scanners, label printers, or warehouse technology.
• Experience with Google Workspace, Windows, and ChromeOS.
• Basic networking knowledge and troubleshooting skills.
• Experience using ticketing systems such as ServiceNow.