IT Support Technician (TX) Full Time NEW

The IT Support Technician provides front-line technical support across office, warehouse, and distribution center environments. This role is responsible for resolving end-user incidents, deploying and maintaining hardware and software, and supporting collaboration and communication tools such as Microsoft 365 and RingCentral. The Technician also assists with warehouse technology, maintains accurate asset records, and provides onsite business support for conference room audio/video systems. The position ensures timely resolution of technical issues, supports compliance with IT policies, and contributes to an excellent end-user experience.

Essential Functions And Duties

User Support & Troubleshooting:

• Respond promptly to Service Desk tickets via phone, email, and remote tools in accordance with established SLAs.
• Diagnose and resolve hardware, software, and networking issues for desktops, laptops, mobile devices, and company-issued tablets.
• Create, configure, and maintain user accounts in Microsoft 365, including Outlook, Teams, and SharePoint.
• Provide onsite support for business operations, including setup and troubleshooting of conference room A/V equipment, projectors, and video conferencing platforms.
• Deliver clear, customer-focused communication throughout the troubleshooting process.

Warehouse & Production Equipment Support

• Troubleshoot, configure, and maintain Zebra printers, barcode scanners, RF guns, label printers, and related warehouse devices.
• Support calibration processes, connectivity, and software updates for warehouse automation systems.
• Escalate complex issues to senior team members or vendors as appropriate.

Hardware & Software Maintenance

• Deploy, configure, and maintain IT equipment for office, warehouse, and remote employees.
• Perform hardware repairs, upgrades, and preventative maintenance on devices.
• Maintain accurate asset inventory, ensuring proper tracking of device assignments, returns, and disposals.

Documentation & Process

• Log all incidents, requests, and resolutions in the IT ticketing system.
• Document troubleshooting steps, warehouse equipment procedures, and standard user instructions.
• Adhere to IT policies for new hire onboarding, device provisioning, and return procedures.

Security & Compliance

• Assist in implementing IT security measures including antivirus, encryption, and access controls.
• Ensure supported devices comply with pharmaceutical distribution standards and internal IT security requirements.
• Report potential security incidents or compliance concerns promptly.

Collaboration & Projects

• Partner with IT colleagues, Warehouse Supervisors, and Operations teams to resolve technical issues.
• Participate in small-scale IT projects such as hardware refreshes, software deployments, and equipment rollouts.
• Provide after-hours support as needed for business-critical systems.

General Responsibilities

• Adheres specifically to all company policies and procedures, Federal and State regulations, and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Always represent the Company in a professional manner and appearance.
• Understand and internalize the Company’s purpose.
• Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Required Education

Education, Knowledge, Skills, and Experience

• Associate’s degree in a related field or three (3) years relevant experience in lieu of degree.

Required Knowledge

• Microsoft 365 applications (Outlook, Teams, SharePoint).
• Standard hardware/software troubleshooting.
• Basic understanding of networking concepts (Wi-Fi, VPN, LAN).

Preferred Knowledge

• Familiarity with Zebra printers, barcode scanners, RF guns, and label printers.
• Familiarity with audio/visual and conferencing technologies.

Required Experience

• At least one (1) years’ experience [three (3) for non-degreed candidates] in IT support or help desk experience, preferably in a warehouse or distribution environment.

Preferred Experience

• Experience in ITIL-based ticketing systems.
• Experience supporting multi-state hybrid/remote workforce environments.

Required Skills

• Strong troubleshooting ability across hardware, software, and connectivity.
• Effective verbal and written communication skills with a customer service focus.
• Ability to prioritize and manage multiple requests in a fast-paced environment.
• Consistency in following documented processes and procedures.
• Ability to work with limited supervision and as part of a team.

Preferred Skills

• Ability to draft clear documentation and contribute to IT knowledge bases.
• Ability to provide user training on basic IT functions.

Required Professional Certification

• CompTIA A+ certification within 12 months of hire.

Preferred Professional Certification

• Microsoft 365 Fundamentals.
• Additional vendor certifications (e.g., Zebra, hardware, etc.)

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for prolonged periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Must have the ability to lift and maneuver items of at least 35 lbs. Must have the ability to travel occasionally. Working conditions include normal office and warehouse settings.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

No

EEO Statement

FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.