IT Logistics Support Technician II at Astreya

We are seeking an experienced IT Logistics Tech II to join our services team. This role will focus on providing break/fix support in warehouse and distribution center environments, including handling packing stations, sorting stations, barcode scanners, and other critical equipment such as AGV, AMR, AS/RS. The ideal candidate will be familiar with industry best practices and demonstrate a commitment to high-quality user support.

Responsibilities:

• Provide break/fix support for warehouse and distribution center equipment, including packing stations, sorting stations, barcode scanners and prior experience with AGVs, AMRs, and AS/RS equipment.

• Set up and configure MAC OS and PC systems.

• Utilize zero-touch deployment techniques for MACs and PCs.

• Manage imaging and reimaging of MAC laptops and Windows PCs.

• Perform backup and restoration of end-user data.

• Maintain accurate asset information in the ticketing system to ensure a reliable asset database.

• Refresh end-user devices according to scheduled timelines.

• Assist with inventory activities on a weekly and monthly basis.

• Document end-user issues accurately within ITSM ticketing system.

• Create, modify, and maintain processes and policies for MACs.

• Provide occasional level 1 technology support and ensure a high-quality user experience.

• Prioritize and complete assigned support requests in a timely manner.

• Document and escalate issues that cannot be resolved within SLA.

• Proactively communicate errors or improvements needed in documented support procedures.

• Track IT assets and adhere to inventory management guidelines for desktops, laptops, tablets, and other peripherals.

• Follow best practices for incident management, problem management, change management, and knowledge management.

• Perform other duties as assigned.

Required Skills:

• Detail-oriented with strong listening skills and precise documentation.

• Direct knowledge using the following tools:  JAMF, Intune, Workspace One, and SCCM

• Collaborative team player with a focus on delivering high-quality user support.

• Ability to educate customers on policies and procedures when needed.

• Adaptability in customer interactions based on their preferences.

• Proactive in mastering service delivery processes and quality of work.

• Promote a team culture of ownership, trust, respect, and cross-collaboration.

Qualifications:

• 3-5+ years of experience providing general IT support in a high-volume technology environment.

• Proficiency in troubleshooting applications, hardware, and mobile technologies.

• Patience and empathy towards customer issues and concerns.

• Excellent written and verbal communication skills.

• Experience with Microsoft Windows 11, Mac OS X, and Linux fundamentals.

• Knowledge of hardware troubleshooting, installation, and upgrades.

• Familiarity with mobile devices (iOS, Android) and image deployment tools.

• Ability to quickly diagnose, prioritize, and manage competing deadlines.

• Self-motivated with strong time management skills.

Desired Qualifications:

• CompTIA A+ Certification.

• Experience with ITSM platforms such as Jira, ServiceNow

• Windows 11 Certification (MS 680 &/or 53301).

• Apple Certified Support Professional (ACSP) Certification.

• JAMF Certification

Physical Demand & Work Environment:

• Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day. 

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary Range

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.