Warehouse IT Support Associate

About the role

The Associate is an onsite, entry-level technology support role responsible for helping keep warehouse technology running smoothly. This position serves as the local face of IT by providing first-line support, maintaining technology assets, supporting operational workflows, and ensuring issues are routed to the appropriate teams when necessary.

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.
• Afford 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.

Preferred 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.