IT Operations Technician

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord's end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

The IT Operations Technician is an experienced individual contributor role responsible for proactively managing all facility requests, IT support tickets, and escalations while continuously improving service levels and driving operational excellence. This role owns the day-to-day reliability of IT operations and facilities support, ensuring issues are anticipated, resolved efficiently, and prevented through strong systems, processes, and automation.

The after hours core support hours are as follows: Monday & Tuesday 5:30pm - 1am; Wednesday - Friday 7:30pm - 3:30am.

An IT Operations Technician is an early-career IT professional with 2+ years of hands-on experience supporting end users, devices, and operational technology in a fast-paced environment. This role serves as the frontline of IT support, ensuring employees and warehouse operations have reliable access to the technology, systems, and infrastructure required to perform their jobs effectively.

The IT Operations Technician is responsible for troubleshooting hardware, software, network, printer, scanner, and workstation issues; deploying and maintaining end-user devices; supporting warehouse technology; and assisting with site-based IT projects. They are expected to independently manage routine service requests, incidents, equipment deployments, inventory management, and operational support tasks while following established IT standards and procedures.

This role requires strong customer service skills, attention to detail, and the ability to prioritize competing requests in a dynamic operational environment. Technicians are expected to proactively identify opportunities for process improvement, contribute to documentation and knowledge sharing, and support technology initiatives that improve operational efficiency and user experience.

While complex escalations may require guidance from senior IT team members, the IT Operations Technician demonstrates growing technical proficiency, sound judgment, and increasing autonomy in problem-solving. They work closely with Operations, HR, Facilities, Security, and external vendors to support business objectives and maintain a high level of service across the organization.

Key Responsibilities

• Provide frontline support for end-user hardware, software, and access-related issues.
• Deploy, configure, troubleshoot, and maintain laptops, desktops, mobile devices, printers, scanners, and warehouse technology.
• Support operational systems including barcode printing, shipping systems, time clocks, wireless devices, and fulfillment technology.
• Manage IT inventory, equipment lifecycle processes, and asset tracking.
• Perform user onboarding, offboarding, and account administration activities.
• Document procedures, troubleshooting steps, and technical solutions.
• Assist with site expansions, client launches, infrastructure upgrades, and technology projects.
• Coordinate with vendors and internal teams to resolve technical issues and implement solutions.
• Escalate complex incidents appropriately while maintaining ownership through resolution.
• Support continuous improvement initiatives that enhance operational efficiency, reliability, and scalability.
• Must be able available Monday & Tuesday 5:30pm - 1pm; Wednesday - Friday 7:30pm - 3:30am.

Success Measures

• Timely resolution of support requests and incidents.
• High levels of customer satisfaction and operational support.
• Accurate asset and inventory management.
• Consistent adherence to IT standards and documentation practices.
• Successful execution of site projects, deployments, and operational initiatives.
• Proactive identification and resolution of potential technology issues before operational impact occurs.