IT Support Technician, Level 2

The Guitar Center Company•Rialto, CA

1d•$26 - $30•Onsite

About The Position

The End User Support Technician II provides advanced technical support for associates, systems, and technology operating within a large-scale distribution center and warehouse environment. This position serves as the primary on-site IT resource responsible for supporting warehouse operations, fulfillment systems, RF devices, printers, workstations, network-connected equipment, and end-user computing technologies. The technician is responsible for resolving escalated incidents, performing root cause analysis, maintaining operational uptime, and partnering with infrastructure, application, and engineering teams to ensure uninterrupted warehouse operations.

Requirements

Associate degree in Information Technology or equivalent experience.
3–5 years of desktop support, field support, or end-user support experience.
Experience supporting distribution centers, warehouses, manufacturing plants, or logistics operations.
Strong troubleshooting skills across: Windows OS and Mac OS, Microsoft 365, Active Directory, Printers and scanning devices, Network connectivity, Mobile computing devices.
Experience using ITSM tools such as ServiceNow.
Ability to lift up to 50 pounds and work in a warehouse environment.

Nice To Haves

Experience supporting Warehouse Management Systems (WMS) such as PKMS, Highjump, RF-Smart, Manhattan etc.
Experience supporting MDM’s such as SOTI, Intune, ManageEngine, etc.
Experience supporting Blue Yonder/JDA
Experience supporting DAX
Experience supporting Shipping and logistics platforms
CompTIA A+, Network+, or Microsoft certification.
Experience supporting Zebra, Honeywell, or similar mobile warehouse technologies and devices.
Basic networking knowledge (Cisco, Meraki, Aruba)
Ability to run and terminate data lines.

Responsibilities

Provide Tier 2 technical support for warehouse associates, supervisors, and management.
Troubleshoot and resolve hardware, software, network, and peripheral issues.
Support Windows workstations, laptops, thin clients, and shared-use devices.
Respond to service requests and incidents in accordance with established SLAs/XLAs.
Escalate complex issues to teams such as infrastructure, application, engineering or third-party vendors when necessary.
Support RF scanners, handheld devices, mobile computers, tablets, and vehicle-mounted terminals.
Troubleshoot warehouse management systems (WMS), inventory applications, shipping systems, and fulfillment technologies.
Support barcode printers, label printers, thermal printers, and print-and-apply systems.
Maintain and troubleshoot warehouse workstations and kiosk systems.
Assist with conveyor, automation, and technology integrations as required.
Perform basic network troubleshooting including cabling, switches, wireless access points, and connectivity issues.
Support warehouse wireless environments used by handheld devices and mobile equipment.
Coordinate with Network and Infrastructure teams during outages or technology deployments.
Assist with equipment replacements, upgrades, and technology refresh projects.
Maintain accurate inventory records of IT hardware and equipment.
Coordinate deployment, replacement, recovery, and disposal of technology assets.
Perform workstation imaging, configuration, and deployment activities.
Track warehouse technology inventory and spare equipment levels.
Participate in warehouse expansion, relocation, and infrastructure projects.
Support software rollouts and hardware deployments.
Assist with testing and validation of new warehouse technologies.
Provide after-hours or weekend support during critical operational events or peak business periods.
Create and maintain technical documentation and standard operating procedures.
Update knowledge articles and troubleshooting guides.
Document recurring issues and recommend process improvements.