OVERVIEW

We are seeking a reliable and experienced Warehouse Help Desk Associate (Tier 2) to provide onsite IT support for our warehouse operations. This position focuses on supporting critical warehouse technologies such as Zebra label printers, Zebra handheld mobile computers, and both Windows and Mac-based systems. The Tier 2 associate will handle escalated technical issues, work closely with warehouse staff, and ensure smooth day-to-day technology operations.

RESPONSIBILITIES  

• Provide Tier 1-2 IT support for warehouse operations, including hardware, software, and network issues
• Support and troubleshoot Zebra label printers and Zebra handheld mobile computers
• Provide technical support for Windows and Mac devices used in the warehouse
• Respond to and manage service requests via the company’s ticketing system (Freshservice or similar)
• Utilize remote support tools to assist users both onsite and at remote warehouse locations
• Perform hardware installations, configurations, and upgrades
• Diagnose and resolve escalated printer, handheld, network, and software issues
• Collaborate closely with other IT teams, including WMS (Warehouse Management Systems), Network, and Corporate IT teams, to resolve cross-functional issues and support large-scale projects
• Document solutions and contribute to a shared knowledge base
• Provide remote support to other warehouse sites as needed
• Lift up to 50+ pounds occasionally and perform duties that require walking long distances across large warehouse floors
• Maintain a safe and organized workspace and follow all company policies and procedures
• Participate in IT projects and deployments as assigned
• Communicate clearly and professionally with warehouse staff, management, and IT team members across different locations
• Build strong working relationships with cross-functional IT teams, including WMS, Network, Security, and Corporate Support
• Effectively escalate issues and coordinate solutions across multiple technical teams
• Provide training or guidance to Tier 1 team members and warehouse users when needed
• Participate in regular team meetings and contribute to continuous improvement efforts

Qualifications

• A+ Certification or proven experience in a Tier 2 support role
• Minimum of 2 years of professional experience providing hands-on technical support in a warehouse environment
• Strong experience with Zebra printers and Zebra handheld mobile computers
• Experience with Windows and Mac support
• Familiarity with ticketing systems (such as Freshservice, ServiceNow, or Jira)
• Proficient in using remote support tools (such as Datto,SDM)
• Experience with Azure administration
• Experience with Active Directory administration
• Experience with Jamf for Mac device management
• Experience with WMS (Warehouse Management Systems)
• Experience with Exchange 365 administration
• Experience supporting Zoom and Microsoft Teams
• Ability to lift 50+ pounds and walk long distances as needed
• Excellent problem-solving and customer service skills
• Strong communication and teamwork abilities
• Ability to work independently and manage time effectively
• Experience with network troubleshooting (wired and wireless in warehouse environments) preferred
• Familiarity with mobile device management (MDM) tools preferred
• Experience supporting warehouse management systems (WMS) preferred
• Exposure to enterprise-level IT tools and automation preferred
• Full-time onsite position in a warehouse setting
• Occasional after-hours or weekend work may be required to support operational needs
• Expected extended work periods:
• Two weeks between April and May to support seasonal operations
• One month in November to support multiple sales events
• During these extended periods, 12-hour shifts and weekend work are typically required to ensure full IT coverage during critical sales periods
• Some travel to other warehouse locations may be required