IT Support Specialist-Level 1

Job Description

Job Description

Solve problems. Support people. Keep technology moving. Be the first point of contact for technology support across RefrigiWear's North American locations, including our Dahlonega distribution center.

The Opportunity

RefrigiWear is seeking a customer-focused IT Support Specialist to provide responsive, practical technology support across our North American operations. This is a hands-on frontline support role : you will troubleshoot user issues, manage service desk tickets from intake through resolution, prepare equipment, and help employees feel confident using the technology they rely on every day.

The successful candidate will be patient, organized, and comfortable explaining technical information in plain language while supporting both office and warehouse environments.

What You'll Own

• Frontline support - Respond to requests received through the service desk, email, phone, and in person.
• Ticket resolution - Log, prioritize, troubleshoot, resolve, and document incidents and service requests from intake through closure.
• Device support - Support desktops, laptops, mobile devices, printers, peripherals, handheld barcode scanners, label printers, and conference room equipment.
• Equipment lifecycle - Set up, configure, deploy, retire, and accurately track computer equipment and other IT assets.
• User administration - Manage user accounts, permissions, and password resets in accordance with company policy.
• Employee transitions - Complete IT onboarding and offboarding tasks for new hires, transfers, and departures.

How You'll Make an Impact

• Escalate complex issues to senior IT staff with complete, accurate diagnostic information.
• Create and maintain user guides, procedures, and knowledge base articles.
• Train employees on basic systems, equipment, and effective technology use.
• Identify recurring issues and recommend lasting solutions that improve the user experience.
• Partner with colleagues across the business while handling confidential information with discretion.

What Success Looks Like

• Employees receive timely, respectful, and understandable support.
• Tickets are accurately documented, prioritized, and resolved or escalated appropriately.
• Devices, accounts, and assets are configured and maintained accurately.
• Recurring technical issues are recognized and addressed proactively.
• Office and warehouse technology remains reliable and ready for business use.

What You Bring

• Relevant technical training, certification, or equivalent hands-on experience preferred.
• Experience in a help desk, desktop support, or similar IT support role preferred.
• Working knowledge of Windows and Microsoft 365 preferred.
• Experience with a ticketing system and endpoint management tools, such as Intune, is a plus.
• CompTIA A+ or a similar certification is a plus.
• Experience supporting a warehouse, distribution, or manufacturing environment is a plus.
• Strong troubleshooting, problem-solving, priority management, and communication skills.
• A customer-service mindset, approachable style, and willingness to partner with colleagues.

Work Environment

This role works in both office and warehouse environments, including cold storage areas. Regular activity may take place at employee workstations, in equipment rooms, and on the warehouse floor. The position requires the ability to lift and carry computer equipment.

Why RefrigiWear

• RefrigiWear is the industry's leading manufacturer of insulated industrial workwear, accessories, and personal protective equipment for subzero temperatures, inclement weather, and low-visibility environments. Our technology team supports the people and systems that help keep our operations moving.
• Build broad, practical experience across office, warehouse, and distribution technology.
• Work directly with employees and see the immediate impact of your support.
• Grow your skills through hands-on troubleshooting, documentation, and collaboration.

READY TO BUILD YOUR IT CAREER?

Bring your curiosity, patience, and problem-solving skills to RefrigiWear and help our teams stay connected and productive.

RefrigiWear provides equal employment opportunity to all applicants and employees in accordance with applicable law.

All offers of employment with RefrigiWear are contingent upon the successful completion of a background check and drug screening, as applicable, and verification of authorization to work in the United States.