What are the responsibilities and job description for the IT Support Technician position at Outerspace?
Welcome to the frictionless universe of Outerspace, a new type of 3PL. Our seasoned entrepreneurial leaders, who have built and led operations for companies like Steve Madden, Prada, and Nice Laundry, come from the brand side. We leverage the latest technology to enable high-touch service for high-growth brands and their daily operations. Outerspace provides dynamic services including, but not limited to, warehousing and fulfillment, customization and light manufacturing, and product photography.
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:
- 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.
- 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.
- 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.
- 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.
- 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: 1-2 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.