IT Logistics Support Technician II

IT Logistics Support Technician

Chicago, Illinois(Onsite)

Phone+Skype

Long Term Contract

JD :

We are seeking an experienced IT Logistics Tech II to join our services team. This role will focus on providing break / fix support in warehouse and distribution center environments, including handling packing stations, sorting stations, barcode scanners, and other critical equipment such as AGV, AMR, AS / RS. The ideal candidate will be familiar with industry best practices and demonstrate a commitment to high-quality user support.

Responsibilities :

Provide break / fix support for warehouse and distribution center equipment, including packing stations, sorting stations, barcode scanners and prior experience with AGVs, AMRs, and AS / RS equipment.

Set up and configure MAC OS and PC systems.

Utilize zero-touch deployment techniques for MACs and PCs.

Manage imaging and reimaging of MAC laptops and Windows PCs.

Perform backup and restoration of end-user data.

Maintain accurate asset information in the ticketing system to ensure a reliable asset database.

Refresh end-user devices according to scheduled timelines.

Assist with inventory activities on a weekly and monthly basis.

Document end-user issues accurately within ITSM ticketing system.

Create, modify, and maintain processes and policies for MACs.

Provide occasional level 1 technology support and ensure a high-quality user experience.

Prioritize and complete assigned support requests in a timely manner.

Document and escalate issues that cannot be resolved within SLA.

Proactively communicate errors or improvements needed in documented support procedures.

Track IT assets and adhere to inventory management guidelines for desktops, laptops, tablets, and other peripherals.

Follow best practices for incident management, problem management, change management, and knowledge management.

Perform other duties as assigned.

Required Skills :

Detail-oriented with strong listening skills and precise documentation.

Direct knowledge using the following tools : JAMF, Intune, Workspace One, and SCCM

Collaborative team player with a focus on delivering high-quality user support.

Ability to educate customers on policies and procedures when needed.

Adaptability in customer interactions based on their preferences.

Proactive in mastering service delivery processes and quality of work.

Promote a team culture of ownership, trust, respect, and cross-collaboration.

Qualifications :

3-5+ years of experience providing general IT support in a high-volume technology environment.

Proficiency in troubleshooting applications, hardware, and mobile technologies.

Patience and empathy towards customer issues and concerns.

Excellent written and verbal communication skills.

Experience with Microsoft Windows 11, Mac OS X, and Linux fundamentals.

Knowledge of hardware troubleshooting, installation, and upgrades.

Familiarity with mobile devices (iOS, Android) and image deployment tools.

Ability to quickly diagnose, prioritize, and manage competing deadlines.

Self-motivated with strong time management skills.

Desired Qualifications :

CompTIA A+ Certification.

Experience with ITSM platforms such as Jira, ServiceNow

Windows 11 Certification (MS 680 & / or 53301).

Apple Certified Support Professional (ACSP) Certification.

JAMF Certification

Physical Demand & Work Environment :

Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day.

Must have the ability to perform office-related tasks which may include prolonged sitting or standing

Must have the ability to move from place to place within an office environment

Must be able to use a computer

Must have the ability to communicate effectively

Some positions may require occasional repetitive motion or movements of the wrists, hands, and / or fingers