IT Support Specialist

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.
As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.
As the IT Support Specialist at Ollie, you’ll be a critical partner in supporting our technology operations, from our fulfillment centers to remote employee laptops. You’ll field incoming support requests, resolve hardware and software issues, and support key systems like our Warehouse Management System (WMS). This is a hands-on, service-oriented role, ideal for someone who enjoys solving problems, rolling out updates, and keeping internal teams productive and connected.
This role is based remotely in the U.S. and will report to Ollie’s Group Product Manager

What You'll Do:

• Act as the first point of contact for employee IT support requests, troubleshooting hardware and software issues
• Respond promptly to user questions, providing clear guidance on how to install, maintain, and use technical systems effectively
• Support fulfillment center IT operations, ensuring seamless performance of scanners, printers, access points, and other technology
• Provide first-level support for our WMS platform, helping resolve user issues and coordinating with external partners when needed
• Install and configure hardware and software systems, including system upgrades, patches, and new tool rollouts
• Assist with employee onboarding/offboarding (device provisioning, access setup, and account permissions)
• Maintain and document IT asset inventory, ensuring accurate tracking of laptops, peripherals, and shared equipment
• Create and maintain documentation for IT processes, troubleshooting steps, and FAQs
• Monitor and support cybersecurity practices, including enforcing access controls, flagging suspicious activity, and assisting with security audits or incident response
• Identify system reconfiguration needs and implement small-scale solutions or escalate when necessary
• Recommend enhancements or fixes based on recurring user issues or system limitations

Who You Are:

• You have 3+ years of experience in IT support, desktop support, or systems administration and a minimum of a High School diploma or equivalent
• You have comprehensive working technical knowledge of current protocols, operating systems, and industry standards + you are skilled at providing excellent customer service
• You have an extensive understanding of PC internal components and significant hands-on experience in hardware troubleshooting
• You have hands-on experience working with Warehouse Management Systems (WMS) and you have a basic understanding of other fulfillment and financial systems
• You are proficient in operating technical tools, components, and peripheral accessories
• You are competent in reading and interpreting technical manuals, procedural documentation, and Original Equipment Manufacturer (OEM) guides
• You can explain technical issues clearly to non-technical users and create easy-to-follow documentation
• You’re organized, detail-oriented, and able to manage multiple tasks and tickets with a calm, proactive mindset.
• You’re a problem-solver who can research and recommend solutions independently, but you also know when to escalate or collaborate
• You’re self-motivated, eager to learn, and always looking for ways to improve systems, processes, or documentation.
• You thrive in a collaborative environment, and your strong interpersonal and communication skills make you a trusted partner across teams

What You'll Get:

• Competitive salary and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you're encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!

What We Value:
Keeping Dogs At The HeartOur profound love for dogs unites us and drives and inspires every aspect of our business. We wholeheartedly believe dogs make us better in life and at work.
Being Courageous And KindWe create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and different ideas and ways of working together.
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