Technical Support Representative

Position Summary

The Warehouse Technical Support Specialist provides hands-on technical support for warehouse operations, including device setup, troubleshooting, user support, and basic hardware and software maintenance. This position supports warehouse employees, supervisors, and operational teams by helping ensure that technology equipment, user access, and related systems are functioning properly and available for daily business operations.

This role will assist with responsibilities currently being handled internally, including setup and support of computers, handheld devices, printers, scanners, timekeeping access, and other warehouse technology used to support distribution operations.

Essential Duties and Responsibilities

The essential duties of this position include, but are not limited to:

• Set up, configure, deploy, and support computers, laptops, handheld devices, scanners, printers, and other warehouse technology equipment.
• Provide first-level technical support to warehouse employees and supervisors for hardware, software, login, connectivity, and device-related issues.
• Troubleshoot basic operating system, application, network, and peripheral equipment problems.
• Assist with password resets, account unlocks, and user access issues for approved company systems.
• Support timekeeping system access and basic user support, including password resets and account unlocks.
• Image, prepare, and deploy new or replacement equipment in accordance with company standards.
• Diagnose equipment issues and coordinate repair or replacement of damaged or defective hardware.
• Assist with setup of Ethernet cables, device connections, workstations, and related technical equipment.
• Track support requests using the company's designated ticketing or issue-tracking process.
• Escalate unresolved or higher-level technical issues to the appropriate Information Technology team member or vendor.
• Maintain accurate records of assigned equipment, completed support requests, and equipment changes.
• Follow company procedures for data security, system access, confidentiality, and acceptable use of company technology.
• Communicate clearly and professionally with employees, supervisors, vendors, and Information Technology team members.
• Support warehouse operational needs during system issues, equipment failures, or technology-related interruptions.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Technical training, certification, or equivalent hands-on experience in computer support, desktop support, or related technology support field.
• Experience troubleshooting computers, laptops, mobile devices, printers, scanners, and related hardware.
• Working knowledge of Microsoft Windows operating systems.
• Ability to provide practical, hands-on support in a warehouse or operational environment.
• Ability to follow instructions, document work performed, and escalate issues when appropriate.
• Strong communication skills and ability to support employees with varying levels of technical knowledge.
• Ability to work independently while following department procedures and company standards.

Preferred Qualifications

• A+ certification preferred.
• Network+ certification preferred.
• Experience with timekeeping systems such as Kronos.
• Experience using ticketing systems such as ServiceNow, Remedy, or similar platforms.
• Experience imaging and deploying computers or other workplace technology.
• Experience supporting users in a warehouse, distribution, logistics, manufacturing, or similar operational environment.

Knowledge, Skills, and Abilities

• Practical understanding of desktop, laptop, mobile device, and peripheral equipment support.
• Basic understanding of networking, connectivity, cabling, and user access troubleshooting.
• Ability to prioritize support requests based on business need and operational impact.
• Ability to communicate technical information in a clear and understandable way.
• Strong attention to detail when setting up equipment, documenting issues, and maintaining records.
• Dependable, responsive, and service-oriented approach to employee support.
• Ability to maintain confidentiality and protect company systems, equipment, and information.

Equal Employment Policy

Imperial Trading Co., LLC's hiring, and employment practices are based on job qualifications, performance, and/or conduct without regard to race, color, religion, national origin, age, sex, marital status, height, weight, disability, genetic information, or any other legally protected status.


At-Will Employment:

All employees of the Company are employees' at-will and, as such, are free to resign at any time without reason. The Company, likewise, retains the right to terminate an employee's employment at any time with or without reason or notice. Nothing contained in the Employee Handbook, or any document provided to the employee is intended to be, nor should it be, construed as a guarantee that employment or any benefit will be continued for any period. Any salary figures provided to an employee in annual or monthly terms are stated for the sake of convenience or to facilitate comparisons and are not intended and do not create an employment contract for any specific period.