IT Helpdesk Level 1 Support (Robotics Warehouse)

IT Helpdesk – Level 1 Support (Robotics Warehouse)

Department: IT
Compensation: $18.00/hour starting | $19.00/hour after 90-day probation
Work Type: On-Site (Not Remote)
Job Level: Level 1 Associate
Primary Location: Arlington, TX.
Secondary Coverage: North Richland Hills, TX (as needed)

Role Summary

The Level 1 IT Helpdesk Support Specialist provides first-line technical support for a robotics-enabled warehouse environment. This role is responsible for supporting end-users, workstation systems, RF devices, scanners, printers, and robotics-related operations while ensuring business continuity across warehouse and automation workflows. The position works under the direction of the IT Lead and IT Supervisor to resolve or escalate technical issues, document incidents accurately, and meet defined service level agreements (SLAs) and key performance indicators (KPIs).

Core Responsibilities

• Provide first-tier support for Windows and macOS workstations, iOS/Android devices, printers, scanners, RF devices, and other peripherals used in warehouse operations.
• Perform basic troubleshooting for robotics systems, automation endpoints, and supporting software while documenting issues and validating symptoms for escalation.
• Support Warehouse Management System (WMS) operations and RF workflows, escalating system-level issues when necessary.
• Perform basic LAN/WLAN troubleshooting, including switches, wireless access points, and network cabling.
• Assist with VPN setup and secure remote access troubleshooting.
• Perform basic Active Directory tasks including password resets, access changes, and workstation updates.
• Assist with new device deployments and workstation setups.
• Document all incidents, troubleshooting steps, and resolutions in Jira/Asana.
• Maintain accurate inventory of IT assets including hardware, software, and licenses.
• Create, update, and maintain SOPs and end-user knowledge-base documentation.
• Escalate issues appropriately to Level 2 and Level 3 support teams with complete documentation.
• Coordinate task priorities and communication with the IT Lead and IT Supervisor.
• Monitor ticket queues and respond in accordance with defined SLAs and KPIs.
• Support warehouse operations during peak periods, weekend rotations, and after-hours incidents as required.

Required Knowledge & Skills

• Windows 10/11 and macOS troubleshooting
• Basic Active Directory administration and MFA concepts
• Networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi)
• Experience with printers, RF scanners, handhelds, and workstation hardware
• Familiarity with Microsoft 365, VPN clients, Jira/Asana
• Strong documentation, communication, and customer service skills
• Ability to work in fast-paced warehouse and robotics environments

Work Environment & Physical Requirements

• On-site warehouse and automation environment
• Frequent walking, standing, and equipment deployment
• Ability to lift up to 35 lbs as needed for device installations

Schedule

Monday -Friday
6:00AM - 2:00PM, and 10:00AM-6:00PM

Flexibility for peak operations, weekend rotations, and occasional after-hours support