Warehouse Desktop Support Specialist

Astreya Consultancy India; Dallas (TX); On-site; USD 24,000 - 38,000; Full time

Benefits offered by this job

Medical benefits (UHC/Kaiser)

Dental benefits

Vision benefits

Flexible Spending Account

Pre-Tax Commuter Benefit

Continuing Education

Job summary

Astreya seeks an experienced Warehouse Desktop Support Technician to join our services team. You will handle break/fix support for warehouse equipment, set up MAC OS and Windows PCs, and manage imaging, deployment, and asset tracking. This role emphasizes high-quality end-user support in a fast-paced environment.

You'll work with tools like JAMF, Intune, Workspace ONE, and SCCM, collaborating with IT colleagues to ensure SLA adherence and smooth operations across distribution centers.

Qualifications

• 3-5+ years of 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.

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 Flexera.
• 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 elevate 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.

Skills

Detail-oriented

JAMF

Intune

Workspace ONE

SCCM

Excellent communication

Team player

Customer education

Adaptable

Promote ownership/culture

Tools

Windows 11

Mac OS X

Linux fundamentals

Snipe

Asset Panda

Remedy

Flexera

ServiceNow

Job description

About Astreya

Astreya is a leading IT solutions provider committed to delivering technology-enabled services that drive digital transformation for some of the world's most exciting companies. With engineers in over 30 countries and 70 cities, we are a global team working with the most innovative organizations. Our delivery model ensures exceptional service by matching top talent with on-site teams to provide world-class IT support.

Job Description

We are seeking an experienced Warehouse Desktop Support Technician 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 Flexera.
• 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 elevate 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 Snipe, Asset Panda, Remedy, Flexera, ServiceNow
• Windows 11 Certification (MS 680 &/or 53301).
• Apple Certified Support Professional (ACSP) Certification.
• JAMF Certification.

Salary Range

$17.36 - $27.40 USD (Hourly) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC
• Nationwide Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various