Helpdesk/ Desktop Support Specialist

GOVX•La Vergne, TN

4d•Onsite

About The Position

The Helpdesk/Desktop Support Specialist supports day-to-day technology operations for the GOVX Fulfillment Center (GXFC) warehouse and San Diego headquarters activities. This on-site role provides responsive, hands-on technical support to warehouse associates, fulfillment operations, and office users. It focuses on maintaining reliable and secure workstations, scanners, printers, peripherals, accounts, and endpoint tools. The role works closely with warehouse users, supervisors, Human Resources, and IT teammates, participates in technology projects and hardware refreshes, and helps prepare for weekends, peak periods, and urgent support needs. The position is based at the GXFC warehouse in La Vergne, Tennessee, and provides on-site warehouse and office support. Work may occur at desks, packing and shipping stations, receiving areas, conference rooms, and shared support spaces. Occasional travel to San Diego headquarters or other company locations may be required. Evening, night, weekend, and other non-standard hours may be required based on operational needs. The role requires standing and walking throughout the warehouse, bending or reaching around workstations, and safely lifting or moving typical desktop equipment. Successful completion of a background check and drug testing is required before starting employment.

Requirements

Practical experience in helpdesk, desktop support, field support, warehouse IT support, or a closely related technical support role.
Working knowledge of Windows OS, Microsoft 365 applications, user accounts, endpoint setup, printers, scanners, and common business applications.
Ability to troubleshoot hardware, software, peripherals, and connectivity issues using a disciplined, step-by-step approach.
Strong customer-service mindset and ability to support users with different levels of technical experience.
Clear written and verbal communication, including concise ticket notes, escalation summaries, and status updates.
Ability to prioritize competing requests, remain organized in a fast-moving warehouse environment, and follow documented procedures.
Ability and willingness to work weekends, evenings, and other non-standard hours as required to support warehouse operations, planned maintenance activities, peak business periods, technology deployments, and urgent operational issues.
Ability to stand and walk throughout the warehouse floor, bend or reach around workstations, and safely lift or move typical desktop equipment.
Successful completion of a background check and drug testing before starting employment.

Nice To Haves

Experience supporting fulfillment, distribution, warehouse, retail, shipping, receiving, or production-floor technology.
Relevant training or certification such as CompTIA A+, CompTIA Network+, Microsoft fundamentals, ITIL Foundation, or equivalent practical experience.
Experience with ticketing systems, endpoint-management tools, inventory systems, and asset-management practices.
Experience supporting barcode scanners, label printers, shipping-station equipment, and warehouse peripherals.
Working knowledge of barcode scanners, label printers, shipping-station peripherals, inventory systems, ticketing tools, endpoint-management tools, or asset-management practices.
Understanding of wired and wireless networking, DHCP, DNS, and VLAN concepts and common connectivity troubleshooting.

Responsibilities

Provide on-site and remote support for Windows workstations, laptops, monitors, docking stations, printers, label printers, barcode scanners, handheld devices, and other warehouse technology.
Triage, document, and resolve helpdesk tickets, walk-up requests, and urgent warehouse-floor issues while keeping users informed of status and next steps.
Configure, deploy, replace, recover, and securely handle endpoints and peripherals using approved IT standards and asset-management procedures.
Troubleshoot desktop software, Microsoft 365 applications, account access, network connectivity, printing, scanning, shipping-station equipment, and common warehouse workflow interruptions.
Support employee onboarding, role changes, and offboarding by preparing equipment, validating access, and coordinating with Human Resources, managers, and IT teammates for GXFC and San Diego headquarters.
Maintain accurate records for tickets, endpoint inventory, assigned assets, loaner equipment, spare devices, and recurring support issues.
Escalate system, network, security, and application issues with clear notes, troubleshooting history, user impact, and business urgency.
Follow security, access-control, data-handling, and change-management practices when supporting users and equipment.
Participate in warehouse technology projects, hardware refreshes, workstation moves, process improvements, and support readiness for peak operational periods.
Proactively identify recurring issues, training gaps, hardware problems, and workflow risks before they disrupt operations.