IT Support Specialist, Warehouse Operations

Job Description

Job Description

AKIRA IT Support Specialist, Warehouse Operations

In 2002, AKIRA opened the doors to its first women's clothing boutique in Chicago. Since then, the company has extended its reach to 40+ stores across the United States, as well as a thriving eCommerce business (AKIRA.com). AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand.

AKIRA's culture has one very large, distinct difference from other fast-fashion competitors: Other-Worldly Customer Service and Fanatical, Obsessive Attention to the consumer's needs and desires. The core principle for all employees at AKIRA is to Act and Think Like an Owner, and this belief can be reflected across all areas of the company.

The Position: IT Support Specialist, Warehouse Operations — on-site daily; not remote

Location: Bolingbrook, IL, with time at Chicago HQ as needed.

Position Type: Contract-to-Hire / Full time. Conversion to full-time employment will be considered only after the 6-month minimum or Full time.

Position Overview

As an IT Support Specialist in our warehouse environment, you will be the frontline resource ensuring all technology systems operate smoothly to keep our warehouse operations efficient and productive. Your role will involve providing technical assistance for hardware, software, and networking issues, supporting warehouse management systems (WMS), and ensuring minimal downtime in a fast-paced environment. You will work closely with warehouse leadership, operations staff, and the broader IT team to maintain operational excellence and resolve issues quickly.

Our Bolingbrook warehouse supports production, packing, and retail operations. It also runs Geekplus goods-to-person robots. You will be the first line of support for these robots and related equipment. You will also support the label printers and handheld scanners our warehouse teams use every day.

Essential Functions

• Solution-Oriented Mindset: Focus not just on the problems but on the most efficient ways to solve. Embrace challenges as opportunities to innovate and improve.

• Hands-On Problem Solving: Approach technical challenges with practical, efficient solutions tailored to the warehouse environment.

• Proactiveness: Instead of merely reacting to issues, foresee potential challenges and strategize to mitigate them. This forward-thinking approach will significantly reduce escalations and improve overall system stability.

• Clear Communication: Effectively explain technical solutions to non-technical staff.

• Integrity & Transparency: Being open about challenges, mistakes, and victories creates a culture of trust. Uphold ethical standards and communicate transparently with all stakeholders.

• Calm Under Pressure: When unexpected issues arise, maintaining a calm demeanor, and leading the team effectively through the crisis will be a key determinant of success.

• Safety First: Follow all vendor and site safety procedures when working on or near robots and automated equipment. Put safety ahead of speed.

Key Responsibilities

• Customer Support: Deliver unsurpassed internal customer support, addressing complex issues with finesse and expertise.

• Expert Technical Troubleshooting: Lead initiatives to maintain system stability and optimize operations. Troubleshoot advanced hardware and software challenges, drawing upon deep expertise. Collaborate with team members for seamless resolution of issues.

• Strategic Infrastructure Management: Manage and prioritize a significant volume of incoming support tickets for efficient resolution.

• Process & Best Practices: Maintain and update IT documentation, ensuring its relevance and utility.

• Ticketing and ITSM: Work tickets in an ITSM tool such as Freshservice. Follow SLAs. Prioritize tickets by impact on operations. Document each resolution clearly so the team can reuse it.

• Label Printers and Scanners: Support, troubleshoot, and configure TSC and Zebra label printers. Do the same for handheld barcode and RF scanners and similar warehouse hardware. Keep these devices running so production, packing, and shipping are not delayed.

Warehouse Support & Geekplus

• First-Line Troubleshooting: Troubleshoot warehouse robots and related equipment, such as charging stations and workstations.

• Routine Maintenance: Perform routine checks and basic maintenance to keep equipment running.

• Spare Parts and Equipment: Track spare parts and equipment on site.

• Vendor Coordination: Work with Geekplus on escalations and follow-up.

• Network and Systems: Keep robots connected and working with the warehouse network and robot management system.

• Safety: Follow safety procedures when working on or around robotic equipment.

Qualifications

• A minimum of 2 years of experience in IT support, desktop support, or systems administration, and a minimum of a High School diploma or equivalent.

• Experience with AI based tools is mandatory

• Hands-on experience working with Warehouse Management Systems (WMS).

• Experience with ITSM and ticketing processes, such as working tickets in Freshservice or a similar tool, following SLAs, prioritizing, and documenting resolutions.

• Hands-on experience with TSC and Zebra label printers and handheld barcode or RF scanners in a warehouse environment.

• Familiarity with Geekplus or similar warehouse robotics, such as autonomous mobile robots (AMRs) or goods-to-person systems, for first-line troubleshooting.

• Mechanical aptitude and comfort using basic hand tools.

• Working knowledge of Wi-Fi networks and wireless access points.

• Ability to follow safety procedures step by step, including PPE, lockout, and lithium battery safety rules.

• Willingness to complete Geekplus training on the robots and related equipment.

• Ability to provide on-call support for the Bolingbrook location as needed.

• Organized, detail-oriented, and able to manage multiple tasks and tickets with a calm, proactive mindset.

• Problem-solver who can research and recommend solutions independently but knows when to escalate or collaborate.

• Self-motivated, eager to learn, and always looking for ways to improve systems, processes, or documentation.

Physical Demands

• Lift and carry robot components and IT equipment.

• Stand and walk on the warehouse floor for extended periods.

• Bend, kneel, and reach to service robots and charging stations.

• Work safely around moving robots and automated equipment.

• Follow warehouse safety rules and wear required PPE, such as safety shoes, gloves, and goggles.

Employment Terms

• This is a contract-to-hire position.

• The contract term is a minimum of 6 months.

• Conversion to full-time employment will be considered only after the 6-month minimum term is complete.

• The role is based at the Bolingbrook warehouse. It includes travel between Bolingbrook and Chicago HQ as needed.

• This role may include on-call support for the Bolingbrook location, including evenings or weekends as needed.

• Eligibility for the full-time benefits listed below begins on conversion to full-time employment.

Benefits and Perks:

AKIRA offers competitive benefits for full-time employees, including Medical, Dental, Vision, Pet Insurance, Life, LTD, FSA/HSA/Dependent Care FSA, Flex Transit (CTA), 401(k), and a generous employee discount. We’re committed to internal growth, providing meaningful development and career advancement opportunities.

Job Type: Contract-to-Hire (6-month minimum contract term) / Full-time

We are committed to fair and transparent compensation practices. Compensation for this position will be determined based on experience, qualifications, and other job-related factors. Additional compensation and benefits may also apply and will be discussed during the hiring process.

We may utilize AI-assisted and automated tools as part of the recruiting and hiring process. All employment decisions are made in compliance with applicable laws and without discrimination.