IT Support Specialist – Warehouse Infrastructure & User Support

Company Summary:   

As a rapidly growing global manufacturer of residential and commercial products, Greenworks is leading the charge toward a more powerful and sustainable future. With over 20 years of research and development, including over 1000 patents in outdoor power equipment, power tools, and lifestyle products, we’re pushing the limits of what battery technology can do to improve the quality of work and life. 

Position Summary:
The IT Support Specialist will be responsible for providing front-line support to Warehouse IT Infrastructure and Greenworks Tools employees by addressing technical issues, maintaining equipment, and ensuring smooth operations of end-user systems. The role emphasizes hands-on troubleshooting, user support, and basic IT administration, focusing on maintaining high employee satisfaction and seamless IT operations.

Essential Duties and Responsibilities:
•    Provide hands-on IT support for hardware devices, including desktops, laptops, tablets, printers, and scan guns.
•    Collaborate with vendors to support, troubleshoot, and maintain network equipment.
•    Diagnose and resolve hardware, software, and connectivity issues both on-site and remotely.
•    Monitor and manage workstation patching to ensure all systems are up-to-date and secure.
•    Install, configure, and maintain IT equipment, including desktops, laptops, printers, and mobile devices.
•    Identify, remove, and protect systems from viruses, malware, and other security threats.
•    Train end users on IT systems, applications, and best practices to improve self-sufficiency.
•    Document troubleshooting processes and maintain records of IT equipment and support activities.
•    Travel occasionally to corporate headquarters or other locations as needed.
•    Actively participate in a global IT team to ensure seamless collaboration across time zones.
•    Performs other duties as assigned. 

Skills and Experience:
•    Strong attention to detail, with the ability to prioritize tasks and manage time effectively.
•    Excellent verbal and written communication skills, with a customer-focused approach.
•    Proven ability to work independently and collaboratively in a fast-paced environment.
•    Proficient in diagnosing and resolving issues in Windows, Android, Mac, iOS, and Microsoft Office environments.
•    Knowledge of network troubleshooting, including routers, switches, and Wi-Fi connectivity.
•    Familiarity with IT asset management tools and patch management systems.
•    Ability to operate a scissor lift (certification preferred).
•    ITIL Foundations Certification preferred, with a strong understanding of IT service management principles.
•    Previous experience providing IT support in a warehouse environment preferred

Travel Requirements
•    Potential travel of up to 25% yearly to provide front-line support to various Greenworks NA Locations.

Work Conditions
•    Sitting, standing, or walking for extended periods of time. 
•    Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. 
•    Lifting and transporting of moderately heavy objects, such as computers and peripherals. 
•    In-district travel is required for the purpose of on-site hardware and software troubleshooting and repair.

Required Education and Experience:
•    Associate Degree in Information Technology or a related field required; Technical Certifications (e.g., CompTIA A+, Network+, or equivalent) preferred.
•    Minimum of 3-5 years of experience in desktop and printer support, with a focus on providing exceptional end-user support.
•    ITIL Foundations Certificate 
•    Scissor lift operations certification (preferred)

Compensation and Benefits:

• Health, dental, and vision coverage
• Assistance with fertility treatment and adoption
• 401k company match plan
• Paid sick, personal, and vacation time