Helpdesk/ Desktop Support Specialist

About the role

The Helpdesk / Desktop Support Specialist supports day-to-day technology operations for the GOVX Fulfillment Center (GXFC) warehouse. This role provides responsive, hands-on technical support for warehouse associates, fulfillment operations, and office users, with a focus on keeping workstations, scanners, printers, peripherals, accounts, and endpoint tools reliable and secure.

The ideal candidate has practical experience supporting Windows endpoints, Microsoft 365 applications, printers, barcode scanners, handheld devices, and common business systems. This position requires disciplined troubleshooting, clear communication, strong customer service, and sound judgment when prioritizing and escalating issues in a fast-moving warehouse environment.

This is an on-site role that is visible on the warehouse floor and works closely with warehouse users, supervisors, Human Resources, and IT teammates. The position supports GXFC and San Diego headquarters activities, participates in technology projects and hardware refreshes, and helps prepare the operation for weekends, peak periods, and urgent support needs.

Responsibilities

• Provide on-site and remote support for Windows workstations, laptops, monitors, docking stations, printers, label printers, barcode scanners, handheld devices, and other warehouse technology.
• Triage, document, and resolve helpdesk tickets, walk-up requests, and urgent warehouse-floor issues while keeping users informed of status and next steps.
• Configure, deploy, replace, recover, and securely handle endpoints and peripherals using approved IT standards and asset-management procedures.
• Troubleshoot desktop software, Microsoft 365 applications, account access, network connectivity, printing, scanning, shipping-station equipment, and common warehouse workflow interruptions.
• Support employee onboarding, role changes, and offboarding by preparing equipment, validating access, and coordinating with Human Resources, managers, and IT teammates for GXFC and San Diego headquarters.
• Maintain accurate records for tickets, endpoint inventory, assigned assets, loaner equipment, spare devices, and recurring support issues.
• Escalate system, network, security, and application issues with clear notes, troubleshooting history, user impact, and business urgency.
• Follow security, access-control, data-handling, and change-management practices when supporting users and equipment.
• Participate in warehouse technology projects, hardware refreshes, workstation moves, process improvements, and support readiness for peak operational periods.
• Proactively identify recurring issues, training gaps, hardware problems, and workflow risks before they disrupt operations.

Requirements

• Practical experience in helpdesk, desktop support, field support, warehouse IT support, or a closely related technical support role.
• Working knowledge Windows OS, Microsoft 365 applications, user accounts, endpoint setup, printers, scanners, and common business applications.
• Ability to troubleshoot hardware, software, peripherals, and connectivity issues using a disciplined, step-by-step approach.
• Strong customer-service mindset and the ability to support users with different levels of technical experience.
• Clear written and verbal communication, including concise ticket notes, escalation summaries, and status updates.
• Ability to prioritize competing requests, remain organized in a fast-moving warehouse environment, and follow documented procedures.
• Working knowledge of barcode scanners, label printers, shipping-station peripherals, inventory systems, ticketing tools, endpoint-management tools, or asset-management practices.
• Understanding of wired and wireless networking, DHCP, DNS, and VLAN concepts and common connectivity troubleshooting.
• Ability and willingness to work weekends, evenings, and other non-standard hours as required to support warehouse operations, planned maintenance activities, peak business periods, technology deployments, and urgent operational issues.

Preferred Education and Experience

• Experience supporting fulfillment, distribution, warehouse, retail, shipping, receiving, or production-floor technology.
• Relevant training or certification such as CompTIA A+, CompTIA Network+, Microsoft fundamentals, ITIL Foundation, or equivalent practical experience.
• Experience with ticketing systems, endpoint-management tools, inventory systems, and asset-management practices.
• Experience supporting barcode scanners, label printers, shipping-station equipment, and warehouse peripherals.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

• This is an on-site support role based in the GXFC warehouse.
• Work may take place at desks, packing stations, shipping areas, receiving areas, conference rooms, and shared support spaces.
• The role routinely uses computers, phones, printers, scanners, handheld devices, and other office and warehouse technology.
• Evening, night, and weekend work may be required based on operational needs.

Work Location

100% In-Office position at the GXFC Warehouse in La Vergne, TN. This position provides on-site warehouse and office support.

Physical/mental Demands

• Physical - The role requires the ability to stand and walk throughout the warehouse floor, bend or reach around workstations, and safely lift or move typical desktop equipment.
• Mental - Troubleshooting, problem solving, prioritization, decision-making, organization, customer service, reading, and writing.

Travel

Occasional travel to the San Diego headquarters or other company locations may be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits

• Competitive pay.
• Paid Time Off, Paid Sick Leave, and Paid Holidays.
• Competitive insurance benefits including Medical, Dental, Vision, and Life Insurance.
• Flexible Spending Account (FSA), Health Savings Account (HSA) available.
• Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life.
• 401(k) retirement plan with discretionary company match.
• Employee discounts on the GOVX website.
• Opportunities for career advancement and training.

Pay Range $58,240 - $65,000, with benefits listed above.