Junior IT Support

Zonberation Group; Pendergrass (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Zonberation Group is seeking an entry-level Warehouse IT Support staff to serve as the first line of help for IT incidents in a busy warehouse environment. You will troubleshoot hardware, help with network tests, printers, PDAs, and end-user devices while following ticketing procedures.

This role requires basic networking, OS knowledge, and the ability to work 40 hours per week on-site, with overtime as needed; training provided.

Qualifications

• 0-2 years of IT support experience; recent graduates welcome.
• Working knowledge of Windows OS; macOS familiarity a bonus.
• Familiar with TCP/IP, DHCP, DNS and Wi‑Fi concepts.
• Experience with IT service management tools (ServiceNow, Jira) preferred.
• Strong verbal and written communication; ability to explain tech to non-technical staff.
• Able to lift up to 40 lbs and work on a warehouse floor.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests via the ticketing system.
• Troubleshoot and resolve basic hardware issues with warehouse devices (PDAs, printers, scanners).
• Collect MAC addresses and submit whitelist requests for production network access.
• Assist with daily network fault resolution for sorting machines and conveyors.
• Support calibration and troubleshooting of electronic weighing scales used in fulfillment operations.
• Assist with industrial PC support: OS reimaging and PXE boot under supervision.
• Resolve basic printer faults and assist with video conferencing setup and VPN support.
• Document issues and resolutions in the IT knowledge base; adhere to escalation procedures.
• Work a standard 40-hour week with occasional overtime or after-hours needs.

Job description

Key Responsibilities

• Network & Site Monitoring (Entry-Level)
• Assist in performing multi-point wired and wireless network signal tests across the warehouse floor; record signal strength, speed, and stability data.
• Conduct mobile data connectivity tests on PDAs across different warehouse zones as directed by operations.
• Monitor server room peripherals (temperature, humidity, UPS status) and security camera NVR systems to ensure continuous operation; document findings during routine walkthroughs.
• Escalate network abnormalities to supervisors or the infrastructure team with basic fault descriptions.

Day-to-Day Warehouse IT Support

• Serve as the first point of contact for all IT incidents and service requests submitted via the ticketing system.
• Troubleshoot and resolve basic hardware issues with warehouse devices, including:
  • PDA/handheld scanners (Honeywell, Zebra) - restart, reconfiguration, and basic fault diagnosis.
  • Label printers and barcode readers - connection checks and driver reinstallation.
  • Assist with PDA firmware upgrades using local tools or SD card-based methods.
• Collect MAC addresses from PDA devices and submit whitelist requests for production network access.
• Assist with daily network fault resolution for sorting machines and conveyor systems.
• Support calibration and basic troubleshooting of electronic weighing scales used in fulfillment operations.
• Assist with industrial PC (IPC) support: system wipe, OS reimaging, and PXE boot configuration under supervision.
• Resolve basic printer faults, including paper tray selection, USB recognition failures, and driver installation.
• Troubleshoot common Windows OS issues, such as system slowdowns, BSOD recovery, driver updates, and KMS activation.
• Support end-user devices: desktops, laptops, monitors, and peripherals.
• Assist with video conferencing audio/video setup and troubleshooting.
• Support VPN connectivity and remote remediation for off-site users.
• Assist with collaboration platform (Teams, Zoom, etc.) installation, configuration, and cache clearing.

Ticketing, Documentation & Asset Management

• Log all support requests and resolutions in the IT ticketing system – no informal support without a ticket.
• Accurately track time and effort against all tickets and tasks.
• Maintain and contribute to the warehouse IT knowledge base and FAQ documentation.
• Process device requests through the asset management system, including approvals, allocation, and delivery to end users.
• Handle damaged device workflows: assess repair viability, coordinate returns, and initiate retirement/recycling procedures.

Data Security & Device Decommission

• Follow strict data security protocols: ensure all user data is wiped before devices are shipped or transferred.
• Perform full disk wipes on Windows and macOS devices; remove and handle hard drives separately when remote wipe is not feasible.
• Manage remote access tool permissions under supervision.
• Work a standard 40-hour work week with occasional flexibility to support overtime or after-hours needs.
• Complete thorough shift handover documentation to ensure continuity across teams.
• Escalate unresolved issues to senior engineers or appropriate IT Business Lines (Network, Hardware, Security, AV) per the escalation matrix.
• Experience: 0-2 years of IT support experience. Recent graduates or career changers with strong foundational knowledge are welcome. Internship or part-time experience in warehouse, logistics, retail, or manufacturing is a plus.
• Hardware Familiarity: Basic knowledge of barcode scanners, label printers, PDAs, or ruggedized mobile devices - or a demonstrated ability to learn new hardware quickly.
• Operating Systems: Working knowledge of Windows OS (installation, driver updates, basic troubleshooting). macOS familiarity is a bonus.
• Networking Basics: Understanding of TCP/IP, DHCP, DNS, and Wi-Fi concepts. Ability to run and interpret basic ping/tracert commands under guidance.
• Ticketing Systems: Experience with or exposure to IT service management tools (ServiceNow, Jira, or equivalent).
• Communication: Strong verbal and written communication skills; ability to explain technical issues clearly to non-technical warehouse staff.
• Physical Requirements: Ability to work on a warehouse floor - standing for extended periods and lifting equipment up to 40 lbs (~18 kg).
• Work Ethic: Self-motivated, detail-oriented, and eager to learn. Reliable and punctual with a strong sense of responsibility.
• Familiarity with MDM/EMM （Mobile Device Management） platforms.
• Basic scripting skills (PowerShell, Python, or Bash) for automating simple tasks.
• Experience with RF （Radio Frequency） network testing tools and signal mapping in large facilities.