Junior IT Support

Job DescriptionOverviewWe are seeking a motivated and detail-oriented Junior IT Support Specialist – Warehouse Operations to join our IT team at a fast-paced e-commerce fulfillment center. This role focuses on providing frontline technical support to warehouse operations, ensuring minimal downtime and smooth daily workflows. You will work closely with senior engineers, gaining hands-on experience with warehouse-specific hardware, basic network troubleshooting, and IT asset management in a high-volume operational environment.Key ResponsibilitiesNetwork & Site Monitoring (Entry-Level)

• Assist in performing multi-point wired and wireless network signal tests across the warehouse floor; record signal strength, speed, and stability data.
• Conduct mobile data connectivity tests on PDAs across different warehouse zones as directed by operations.
• Monitor server room peripherals (temperature, humidity, UPS status) and security camera NVR systems to ensure continuous operation; document findings during routine walkthroughs.
• Escalate network abnormalities to supervisors or the infrastructure team with basic fault descriptions.2. Day-to-Day Warehouse IT Support
• Serve as the first point of contact for all IT incidents and service requests submitted via the ticketing system.
• Troubleshoot and resolve basic hardware issues with warehouse devices, including:
• PDA/handheld scanners (Honeywell, Zebra) – restart, reconfiguration, and basic fault diagnosis.
• Label printers and barcode readers – connection checks and driver reinstallation.
• Assist with PDA firmware upgrades using local tools or SD card–based methods.
• Collect MAC addresses from PDA devices and submit whitelist requests for production network access.
• Assist with daily network fault resolution for sorting machines and conveyor systems.
• Support calibration and basic troubleshooting of electronic weighing scales used in fulfillment operations.
• Assist with industrial PC (IPC) support: system wipe, OS reimaging, and PXE boot configuration under supervision.
• Resolve basic printer faults, including paper tray selection, USB recognition failures, and driver installation.
• Troubleshoot common Windows OS issues, such as system slowdowns, BSOD recovery, driver updates, and KMS activation.
• Support end-user devices: desktops, laptops, monitors, and peripherals.
• Assist with video conferencing audio/video setup and troubleshooting.
• Support VPN connectivity and remote remediation for off-site users.
• Assist with collaboration platform (Teams, Zoom, etc.) installation, configuration, and cache clearing.3. Ticketing, Documentation & Asset Management
• Log all support requests and resolutions in the IT ticketing system – no informal support without a ticket.
• Accurately track time and effort against all tickets and tasks.
• Maintain and contribute to the warehouse IT knowledge base and FAQ documentation.
• Process device requests through the asset management system, including approvals, allocation, and delivery to end users.
• Handle damaged device workflows: assess repair viability, coordinate returns, and initiate retirement/recycling procedures.4. Data Security & Device Decommission
• Follow strict data security protocols: ensure all user data is wiped before devices are shipped or transferred.
• Perform full disk wipes on Windows and macOS devices; remove and handle hard drives separately when remote wipe is not feasible.
• Manage remote access tool permissions under supervision.5. Shift Coverage & Escalation
• Work a standard 40-hour work week with occasional flexibility to support overtime or after-hours needs.
• Participate in incident response during shift hours per defined service level agreements (SLAs).
• Complete thorough shift handover documentation to ensure continuity across teams.
• Escalate unresolved issues to senior engineers or appropriate IT Business Lines (Network, Hardware, Security, AV) per the escalation matrix.Minimum Requirements
• Experience: 0–2 years of IT support experience. Recent graduates or career changers with strong foundational knowledge are welcome. Internship or part-time experience in warehouse, logistics, retail, or manufacturing is a plus.
• Hardware Familiarity: Basic knowledge of barcode scanners, label printers, PDAs, or ruggedized mobile devices – or a demonstrated ability to learn new hardware quickly.
• Operating Systems: Working knowledge of Windows OS (installation, driver updates, basic troubleshooting). macOS familiarity is a bonus.
• Networking Basics: Understanding of TCP/IP, DHCP, DNS, and Wi-Fi concepts. Ability to run and interpret basic ping/tracert commands under guidance.
• Ticketing Systems: Experience with or exposure to IT service management tools (ServiceNow, Jira, or equivalent).
• Communication: Strong verbal and written communication skills; ability to explain technical issues clearly to non-technical warehouse staff.
• Physical Requirements: Ability to work on a warehouse floor – standing for extended periods and lifting equipment up to 40 lbs (~18 kg).
• Work Ethic: Self-motivated, detail-oriented, and eager to learn. Reliable and punctual with a strong sense of responsibility.Preferred Qualifications （Nice to Have）
• CompTIA A+, Network+, or equivalent foundational IT certification.
• Familiarity with MDM/EMM （Mobile Device Management） platforms.
• Basic scripting skills (PowerShell, Python, or Bash) for automating simple tasks.
• Experience with RF （Radio Frequency） network testing tools and signal mapping in large facilities.
• Experience supporting industrial PCs （IPC）, sorting machines, or conveyor systems.
• Bilingual ability （English + Mandarin or Spanish）–preferred.Pendergrass, GA 30567