GritrSports.com
IT Helpdesk Level 1 Support (Robotics Warehouse)
GritrSports.com, Arlington, Texas, United States, 76000
IT Helpdesk Level 1 Support (Robotics Warehouse)
Department:
IT |
Compensation:
$18.00/hour starting | $19.00/hour after 90‑day probation |
Work Type:
On‑Site (Not Remote) |
Job Level:
Level 1 Associate |
Primary Location:
Arlington, TX. |
Secondary Coverage:
North Richland Hills, TX (as needed)
Role Summary The Level 1 IT Helpdesk Support Specialist provides first‑line technical support for a robotics‑enabled warehouse environment. This role is responsible for supporting end‑users, workstation systems, RF devices, scanners, printers, and robotics‑related operations while ensuring business continuity across warehouse and automation workflows. The position works under the direction of the IT Lead and IT Supervisor to resolve or escalated technical issues, document incidents accurately, and meet defined service level agreements (SLAs) and key performance indicators (KPIs).
Core Responsibilities
Provide first-tier support for Windows and macOS workstations, iOS/Android devices, printers, scanners, RF devices, and other peripherals used in warehouse operations
Perform basic troubleshooting for robotics systems, automation endpoints, and supporting software while documenting issues and validating symptoms for escalation
Support Warehouse Management System (WMS) operations and RF workflows, escalating system‑level issues when necessary
Perform basic LAN/WLAN troubleshooting, including switches, wireless access points, and network cabling
Assist with VPN setup and secure remote access troubleshooting
Perform basic Active Directory tasks including password resets, access changes, and workstation updates
Assist with new device deployments and workstation setups
Document all incidents, troubleshooting steps, and resolutions in Jira/Asana
Maintain accurate inventory of IT assets including hardware, software, and licenses
Create, update, and maintain SOPs and end‑user knowledge‑base documentation
Escalate issues appropriately to Level 2 and Level 3 support teams with complete documentation
Coordinate task priorities and communication with the IT Lead and IT Supervisor
Monitor ticket queues and respond in accordance with defined SLAs and KPIs
Support warehouse operations during peak periods, weekend rotations, and after‑hours incidents as required
Required Knowledge & Skills
Windows 10/11 and macOS troubleshooting
Basic Active Directory administration and MFA concepts
Networking fundamentals (TCP/IP, DHCP, DNS, Wi‑Fi)
Experience with printers, RF scanners, handhelds, and workstation hardware
Familiarity with Microsoft 365, VPN clients, Jira/Asana
Strong documentation, communication, and customer service skills
Ability to work in fast‑paced warehouse and robotics environments
Work Environment & Physical Requirements
On‑site warehouse and automation environment
Frequent walking, standing, and equipment deployment
Ability to lift up to 35 lbs as needed for device installations
Schedule Monday – Friday: 6:00 AM – 2:00 PM, and 10:00 AM – 6:00 PM. Flexibility for peak operations, weekend rotations, and occasional after‑hours support.
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IT |
Compensation:
$18.00/hour starting | $19.00/hour after 90‑day probation |
Work Type:
On‑Site (Not Remote) |
Job Level:
Level 1 Associate |
Primary Location:
Arlington, TX. |
Secondary Coverage:
North Richland Hills, TX (as needed)
Role Summary The Level 1 IT Helpdesk Support Specialist provides first‑line technical support for a robotics‑enabled warehouse environment. This role is responsible for supporting end‑users, workstation systems, RF devices, scanners, printers, and robotics‑related operations while ensuring business continuity across warehouse and automation workflows. The position works under the direction of the IT Lead and IT Supervisor to resolve or escalated technical issues, document incidents accurately, and meet defined service level agreements (SLAs) and key performance indicators (KPIs).
Core Responsibilities
Provide first-tier support for Windows and macOS workstations, iOS/Android devices, printers, scanners, RF devices, and other peripherals used in warehouse operations
Perform basic troubleshooting for robotics systems, automation endpoints, and supporting software while documenting issues and validating symptoms for escalation
Support Warehouse Management System (WMS) operations and RF workflows, escalating system‑level issues when necessary
Perform basic LAN/WLAN troubleshooting, including switches, wireless access points, and network cabling
Assist with VPN setup and secure remote access troubleshooting
Perform basic Active Directory tasks including password resets, access changes, and workstation updates
Assist with new device deployments and workstation setups
Document all incidents, troubleshooting steps, and resolutions in Jira/Asana
Maintain accurate inventory of IT assets including hardware, software, and licenses
Create, update, and maintain SOPs and end‑user knowledge‑base documentation
Escalate issues appropriately to Level 2 and Level 3 support teams with complete documentation
Coordinate task priorities and communication with the IT Lead and IT Supervisor
Monitor ticket queues and respond in accordance with defined SLAs and KPIs
Support warehouse operations during peak periods, weekend rotations, and after‑hours incidents as required
Required Knowledge & Skills
Windows 10/11 and macOS troubleshooting
Basic Active Directory administration and MFA concepts
Networking fundamentals (TCP/IP, DHCP, DNS, Wi‑Fi)
Experience with printers, RF scanners, handhelds, and workstation hardware
Familiarity with Microsoft 365, VPN clients, Jira/Asana
Strong documentation, communication, and customer service skills
Ability to work in fast‑paced warehouse and robotics environments
Work Environment & Physical Requirements
On‑site warehouse and automation environment
Frequent walking, standing, and equipment deployment
Ability to lift up to 35 lbs as needed for device installations
Schedule Monday – Friday: 6:00 AM – 2:00 PM, and 10:00 AM – 6:00 PM. Flexibility for peak operations, weekend rotations, and occasional after‑hours support.
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