Help Desk Support Specialist
About The Position
The Help Desk Support Specialist is the on-site IT resource for the Salt Lake City facility and the person employees turn to first when technology gets in the way of their work. The role pairs hands-on technical support with constant interaction across the office and the warehouse floor, so patience, clear communication, and follow-through matter as much as technical skill. The position reports to the IT Manager in Norcross, GA and works within a small IT team supporting GMLx sites in Georgia, North Carolina, and Utah. The Specialist owns the site's support queue and equipment, provides remote support to employees at other GMLx locations, and escalates deeper technical work to the corporate IT team. Because late shipments can delay surgical cases, responsiveness on the warehouse floor is a primary measure of performance in this role.
Requirements
- One to three years of hands-on IT support experience, an associate degree in an information technology field with at least one year of experience, or an equivalent combination of education, training, and experience.
- Clear verbal and written communication, including the ability to explain a technical problem to someone who does not work in technology.
- Confident troubleshooting of Windows computers, Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), printers, scanners, and mobile devices.
- Working understanding of computer networking, including the ability to determine whether a problem is the device, the network, or the application.
- Comfort working with network cable and equipment racks, including running, testing, and labeling cable.
- Discretion with confidential information, including protected health information encountered in fulfillment work.
- Authorization to work in the United States without visa sponsorship, and ability to pass a background check and drug screen in accordance with applicable law.
Nice To Haves
- CompTIA A+ certification, or willingness to obtain it with company support.
- Prior experience in a warehouse, distribution, or manufacturing environment.
- Experience supporting handheld barcode scanners and label printers (Zebra, Honeywell, or similar).
- Experience with Microsoft Intune, Windows Autopilot, or Microsoft Entra ID.
- Familiarity with business network and firewall equipment such as Ubiquiti UniFi or SonicWALL.
- Experience with cloud camera and access control systems such as Verkada.
- Experience using a formal help desk ticketing system such as Jira Service Management.
- Experience in a regulated industry such as medical devices, pharmaceuticals, or healthcare.
Responsibilities
- Act as the primary point of contact for all IT requests at the site, covering office staff, warehouse personnel, and visiting management.
- Explain issues in plain language, set realistic expectations on timing, and follow up until the employee confirms the problem is resolved.
- Train employees individually and in small groups on company software, equipment, and security practices.
- Provide remote support by phone, chat, and remote session to employees at other GMLx locations.
- Log, track, and resolve support requests in the company ticketing system, escalating to corporate IT when an issue requires deeper expertise.
- Set up new hires on their first day and recover equipment and access when employees depart.
- Support shipping stations and the software the warehouse uses to receive, pick, pack, and ship, reporting recurring problems to corporate IT and the software vendor.
- Set up, deploy, and track company laptops, desktops, phones, and tablets, and keep accurate records of who has what.
- Administer building cameras and badge access, including issuing and removing credentials and fulfilling footage requests from Quality, HR, and Operations, and support conference room technology and desk phones.
- Escort and oversee on-site vendors and contractors, and verify their work before sign-off.
- Assisting with other warehouse operations, including picking and packing, on an as-needed basis.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
