IT Support Technician

Our client is hiring a hands-on IT Support Technician to serve as the day-to-day technology lifeline for approximately 120 employees across two Dallas-area sites:

• A growing, fast-moving Dallas distribution center supporting shipping, receiving, and warehousing operations
• A Plano corporate office supporting sales, customer service, marketing, product development, accounting, and leadership teams
• Work Environment: Onsite - split between warehouse and corporate office

This is a frontline, high-visibility role. When a scangun stops scanning, a label printer jams mid-shipment, or a workstation can’t reach the network, you’re the person who gets it back up and running. You’ll work closely with the VP of Technology and own the end-user IT experience for both locations. No two days look the same.

Why This Role

• Real ownership: You’re the face of IT for both sites - your work is visible, impactful, and appreciated daily.
• Variety and exposure: You’ll be plugged into ongoing IT projects and initiatives, working with experienced leaders and gaining visibility well beyond day-to-day support work.
• Tangible impact: In a shipping environment, downtime is felt immediately - and so is your success when you resolve it.
• Room to grow: Hands-on experience with shipping platforms, networking, and Microsoft Entra ID builds a strong foundation for future sysadmin, network, or IT operations roles., * Serve as the primary onsite IT support for warehouse staff supporting shipping, receiving, and general warehousing operations
• Keep shipping and receiving stations fully operational, including scanguns, thermal/label printers, paper printers, shared terminals, and barcode hardware
• Troubleshoot day-to-day issues with shipping platforms such as StarShip, UPS WorldShip, and Pacejet, including connectivity, printer mapping, label formatting, and integration issues
• Respond quickly during shipping cutoffs and high-volume periods where uptime directly impacts orders going out the door
• Maintain and replace warehouse-floor IT hardware; coordinate with vendors on repairs, RMAs, and consumables (labels, ribbons, batteries)
• Ensure warehouse IT equipment meets safety, security, and operational standards for an active distribution environment

Plano Corporate Office - End-User & Network Support

• Provide primary onsite IT support for front-office teams, including sales, customer service, finance, and leadership
• Set up new-hire workstations end-to-end: imaging, peripherals, monitors, phones, account access, and software installation
• Deliver deskside and remote support for Windows PCs, laptops, printers, conference room technology, and mobile devices
• Handle basic network troubleshooting (wired/Wi-Fi connectivity, VPN, DNS, printer networking, switch port issues) and escalate complex network problems as needed
• Support Microsoft 365 (Outlook, Teams, OneDrive) and guide non-technical users through solutions with patience and clarity

User Access & Administration

• Create and manage user accounts and permissions in Microsoft Entra ID and Microsoft 365
• Handle password resets, MFA issues, and basic security access requests
• Execute technology onboarding and offboarding checklists for both locations

Documentation, Inventory & Escalation

• Maintain accurate IT asset inventory across both sites
• Document tickets, resolutions, and recurring issues in the ticketing system
• Escalate complex issues to senior IT resources or vendors when appropriate
• Assist with IT projects, system upgrades, and rollouts as directed by the VP of Technology

What Success Looks Like in Your First 90 Days

• 30 days: You know every shipping station, scangun, and label printer in the Dallas warehouse, and front-office tickets in Plano are being resolved with quick turnaround.
• 60 days: You’re independently resolving most StarShip, WorldShip, and Pacejet issues, handling Microsoft 365 and network questions, and onboarding new hires end-to-end.
• 90 days: You’re a trusted operator at both sites - proactively identifying recurring issues, recommending improvements, and contributing to broader IT initiatives.

• 2-5 years of experience in IT support, desktop support, or help desk
• Strong working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive)
• Basic experience with Microsoft Entra ID user administration
• Comfort supporting printers, scanners, label printers, and peripherals
• Experience providing onsite IT support in an office or operational environment
• Basic networking troubleshooting skills (LAN, Wi-Fi, connectivity issues)
• Strong customer service skills and the ability to communicate clearly with non-technical users
• Ability to prioritize requests based on operational impact
• Valid driver’s license and ability to travel between Dallas and Plano sites, * Experience supporting a warehouse, distribution center, or shipping operation
• Familiarity with StarShip, UPS WorldShip, Pacejet, or similar multi-carrier shipping platforms
• Hands-on experience with warehouse hardware (scanguns, Zebra or similar thermal printers, shared shipping PCs)
• Experience using ticketing systems (ServiceNow, Jira, Freshservice, etc.)
• IT certifications (CompTIA A+, Network+, Microsoft) - helpful but not required
• Self starter, takes iniative, detail oriented, excellent at problem solving

Physical & Work Requirements

• Onsite presence required at both Dallas and Plano locations
• Ability to lift up to 60 lbs (PCs, monitors, printers, label stock, shipping hardware)
• Comfortable working in both a climate-controlled office and an active warehouse environment
• Occasional flexibility around warehouse shipping cutoffs may be required