Help Desk Technician Tier II

AeroSafe Global•Indianapolis, IN

About The Position

At AeroSafe Global, we deliver end-to-end cold chain management and intelligence solutions that redefine last-mile delivery. Our mission is to ensure every shipment arrives with unmatched protection, a safeguarded journey, and a superior delivery experience. By joining our team, you’ll play a vital role in supporting operations that make a real impact in healthcare and beyond. A hands-on Help Desk Technician who thrives in a fast-paced, dynamic environment and is comfortable with shifting priorities. This role provides tier-1 and tier-2 support to employees across corporate and warehouse/manufacturing environments, troubleshooting hardware, software, connectivity and line-of-business applications. The Technician will perform onboarding/offboarding, imaging and upgrades, manage printers and label printers, support scanners and mobile devices, maintain inventory, document SOPs, and operate within the ticketing system. The position interfaces daily with staff at all levels and supports both onsite and remote users.

Requirements

Associate degree in Computer Science/Information Technology or equivalent experience.
1–3 years in a help desk, desktop support, or similar IT role.
Strong Windows desktop experience (imaging, troubleshooting, configuration); comfortable supporting Chrome devices and mobile scanners.
Experience supporting line-of-business applications
Familiarity with printers/label printers, scanners, and workstation lifecycle management.
Basic networking knowledge (DHCP, DNS, TCP/IP, SSID/wireless troubleshooting).
Strong customer service, communication, and time-management skills; able to explain technical concepts to non-technical users.
Comfortable working with limited standardization and learning new applications quickly.

Nice To Haves

Certifications such as CompTIA A+, Network+, Microsoft MTA/MD-100, or equivalent.
Experience with imaging/deployment tooling (MDT, SCCM/Endpoint Manager, Autopilot, etc.).
Prior experience in logistics, warehouse, or cold-chain environments (label printing/manifesting experience a plus).
Previous experience with WorldShip and/or DSI.

Responsibilities

Provide tier-1 and tier-2 end-user support (onsite and remote) for Windows desktops/laptops, Chrome devices, and mobile scanners.
Troubleshoot and support line-of-business applications and common productivity tools.
Triage tickets in the helpdesk/ticketing system, update users, and escalate complex issues to IT staff or vendors as appropriate.
Onboard and offboard employees: account creation/deactivation, mailbox setup, permissions, device provisioning and handoff.
Build, image, upgrade, deploy, and decommission workstations using standard imaging tools and processes; verify application access post-deployment.
Support printers and RFID/label printers as needed.
Maintain accurate IT asset tracking and inventory; manage lifecycle and licensing records.
Configure, troubleshoot, and maintain barcode scanners and mobile data collection devices.
Diagnose basic network issues (SSID connectivity, IP addressing, ethernet) and coordinate escalations for broader network faults.
Create and maintain SOPs, knowledge-base articles, and user documentation based on recurring incidents and rollouts.
Assist with application, hardware, and system rollouts as needed.
Participate in scheduled maintenance windows and occasional after-hours support.