IT Support Technician

We are seeking a proactive and technically skilled Junior Helpdesk Support Technician to join our IT support team. The ideal candidate will be responsible for providing level 1 and level 2 technical support to end-users both onsite and remotely. The role requires a combination of excellent troubleshooting skills, familiarity with IT hardware and software, and the ability to effectively communicate with non-technical users. The candidate will also support and maintain various warehouse-specific devices, such as Zebra label printers, Zebra Android handheld scanners and other pack station equipment.

Key Responsibilities:

1. Helpdesk Support:
• Serve as the first point of contact for end-users seeking technical assistance via a ticketing system, phone, email, or in-person.
• Provide level 1 and level 2 support for hardware, software, network, and peripheral issues, ensuring timely resolution or escalation when necessary.
• Manage and prioritize tickets in the ticketing system, maintaining detailed documentation and tracking progress through to resolution.
2. User Support & Maintenance:
• Support users in a warehouse environment, including troubleshooting issues with workstations, laptops, peripherals, and warehouse-specific devices.
• Assist in the onboarding and training of new members. 
• Configure, deploy, and maintain Zebra label printers, Zebra Android handheld devices, and pack stations. 
• Assist users with Google Workspace (Gmail, Calendar, Drive) administration and troubleshooting.
• Work closely with warehouse staff to ensure seamless operation and minimize downtime.
3. Hardware & Software Setup:
• Perform setup, installation, and configuration of new hardware and software as required.
• Troubleshoot, repair, and replace hardware components such as monitors, computers, tablets, scanners and printers. 
• Assist in software installation, updates, and patch management.

1. Remote & Onsite Support:
• Provide remote support to users in different locations, using remote desktop tools and troubleshooting techniques.
• Visit the NJ site location at least twice a month to provide onsite support, perform hardware maintenance, and address any onsite-specific IT issues.
2. IT Documentation & Training:
• Document support processes, common issues, and their resolutions in the knowledge base.
• Assist in the development of user training materials and provide training sessions to enhance end-user IT literacy.

Qualifications & Skills:

• Educational Background: Associate’s degree in IT, Computer Science, or a related field. Bachelor’s degree preferred.
• Experience: 2-3 years of experience in a helpdesk or technical support role, preferably in a warehouse or logistics environment.
• Technical Skills:
• Proficient with Windows and Mac operating systems, Google Workspace, and Microsoft Office Suite.
• Familiarity with troubleshooting hardware devices. 
• Experience with ticketing systems (e.g., Jira, Zendesk, or FreshService).
• Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate is a plus.
• Soft Skills: Strong communication, problem-solving, and organizational skills. Ability to work independently and manage time effectively.

Compensation Range: $55,000-$60,000 DOE

Benefits:

• Paid Time Off
• Paid Holidays
• Insurance (medical, dental, vision)
• HSA & FSA
• 401(K) matching
• and more!