IT Support Specialist

COLETO BRANDS LLC•Jefferson, GA

10d•Hybrid

About The Position

Coleto Brands, parent Company of Progress Lighting and Kichler, is seeking to fill a hybrid IT Support Specialist position. The IT Support Specialist will provide Tier 1–2 technical support across virtual, in office and warehouse environments. This hybrid role supports end users through the IT service desk while also serving as the primary onsite IT presence for warehouse operations. The ideal candidate brings strong troubleshooting skills, excellent customer service, and experience supporting end-user computing, enterprise applications, and warehouse technologies such as Android devices, RF scanners, and printers in a fast-paced operational setting.

Requirements

Minimum 2 years of experience in IT helpdesk, service desk, or technical support.
Experience supporting warehouse, distribution, manufacturing, or logistics environments.
Strong troubleshooting ability and effective information-gathering skills.
Excellent customer service skills, including active listening and conflict resolution.
Ability to explain technical concepts clearly to non-technical users.
Positive team contributor with strong communication and collaboration skills.
Reliable transportation

Nice To Haves

Experience with MDM platforms (e.g., Microsoft Intune, ManageEngine, etc.).
Experience supporting Android-based devices in operational settings.
Experience with ServiceDesk Plus Cloud ticketing system
Knowledge of WMS systems, RF scanners, rugged mobile hardware, label/thermal printers, Windows OS, Office 365, and cloud applications such as SAP HANA.
Experience supporting macOS hardware and applications.
Basic networking knowledge (desktop firewalls, proxies, Wi-Fi).
ITIL Foundation or familiarity with ITIL practices.

Responsibilities

Provide timely, courteous Tier 1–2 support via phone, email, ticketing, and in-person interaction.
Troubleshoot and resolve hardware, software, account access, and connectivity issues; escalate when needed.
Support password resets, basic system navigation, and application-related issues.
Participate in shift-based or rotational off-hours (on call) support as required.
Configure, deploy, and support Android devices (rugged handhelds, tablets, scanners).
Troubleshoot issues impacting warehouse productivity, including wireless and application connectivity.
Support RF scanners, label/thermal printers, barcode equipment, and related warehouse technology.
Document incidents and requests within the ITSM system.
Perform user administration tasks in Active Directory/Entra ID.
Provide basic network connectivity support.
Collaborate with internal IT teams and external vendors for issue resolution.
Create and maintain support documentation, procedures, and knowledge base articles.
Contribute to continuous improvement efforts and uphold IT policy and security standards.
Requires movement through warehouse environments and occasional exposure to temperature variations and noise.
Ability to lift up to 50 lbs; other duties as assigned.