IT Support Technician, Level 2

Position Summary 

The End User Support Technician II provides advanced technical support for associates, systems, and technology operating within a large-scale distribution center and warehouse environment. This position serves as the primary on-site IT resource responsible for supporting warehouse operations, fulfillment systems, RF devices, printers, workstations, network-connected equipment, and end-user computing technologies. 

The technician is responsible for resolving escalated incidents, performing root cause analysis, maintaining operational uptime, and partnering with infrastructure, application, and engineering teams to ensure uninterrupted warehouse operations.  

Key Responsibilities 

End User & Operational Support 

• Provide Tier 2 technical support for warehouse associates, supervisors, and management. 

• Troubleshoot and resolve hardware, software, network, and peripheral issues. 

• Support Windows workstations, laptops, thin clients, and shared-use devices. 

• Respond to service requests and incidents in accordance with established SLAs/XLAs. 

• Escalate complex issues to teams such as infrastructure, application, engineering or third-party vendors when necessary. 

Warehouse Technology Support 

• Support RF scanners, handheld devices, mobile computers, tablets, and vehicle-mounted terminals. 

• Troubleshoot warehouse management systems (WMS), inventory applications, shipping systems, and fulfillment technologies. 

• Support barcode printers, label printers, thermal printers, and print-and-apply systems. 

• Maintain and troubleshoot warehouse workstations and kiosk systems. 

• Assist with conveyor, automation, and technology integrations as required. 

Infrastructure & Network Support 

• Perform basic network troubleshooting including cabling, switches, wireless access points, and connectivity issues. 

• Support warehouse wireless environments used by handheld devices and mobile equipment. 

• Coordinate with Network and Infrastructure teams during outages or technology deployments. 

• Assist with equipment replacements, upgrades, and technology refresh projects. 

Asset & Inventory Management 

• Maintain accurate inventory records of IT hardware and equipment. 

• Coordinate deployment, replacement, recovery, and disposal of technology assets. 

• Perform workstation imaging, configuration, and deployment activities. 

• Track warehouse technology inventory and spare equipment levels. 

Project & Operational Support 

• Participate in warehouse expansion, relocation, and infrastructure projects. 

• Support software rollouts and hardware deployments. 

• Assist with testing and validation of new warehouse technologies. 

• Provide after-hours or weekend support during critical operational events or peak business periods.