IT Support Specialist

Summary

Join Ollie, a company dedicated to improving the lives of pets and their owners, as their IT Support Specialist. In this remote role, you will be the primary point of contact for employee IT support, troubleshooting hardware and software issues, and supporting key systems like the Warehouse Management System (WMS). You will also be responsible for maintaining IT asset inventory, creating documentation, and monitoring cybersecurity practices. This hands-on position requires 3+ years of experience in IT support and a strong understanding of PC components and WMS. The ideal candidate is a problem-solver with excellent customer service skills and the ability to explain technical issues clearly to non-technical users. Ollie offers a competitive salary, benefits, and a positive work environment.

Requirements

• You have 3+ years of experience in IT support, desktop support, or systems administration and a minimum of a High School diploma or equivalent
• You have comprehensive working technical knowledge of current protocols, operating systems, and industry standards + you are skilled at providing excellent customer service
• You have an extensive understanding of PC internal components and significant hands-on experience in hardware troubleshooting
• You have hands-on experience working with Warehouse Management Systems (WMS) and you have a basic understanding of other fulfillment and financial systems
• You are proficient in operating technical tools, components, and peripheral accessories
• You are competent in reading and interpreting technical manuals, procedural documentation, and Original Equipment Manufacturer (OEM) guides
• You can explain technical issues clearly to non-technical users and create easy-to-follow documentation
• You’re organized, detail-oriented, and able to manage multiple tasks and tickets with a calm, proactive mindset
• You’re a problem-solver who can research and recommend solutions independently, but you also know when to escalate or collaborate
• You’re self-motivated, eager to learn, and always looking for ways to improve systems, processes, or documentation
• You thrive in a collaborative environment, and your strong interpersonal and communication skills make you a trusted partner across teams

Responsibilities

• Act as the first point of contact for employee IT support requests, troubleshooting hardware and software issues
• Respond promptly to user questions, providing clear guidance on how to install, maintain, and use technical systems effectively
• Support fulfillment center IT operations, ensuring seamless performance of scanners, printers, access points, and other technology
• Provide first-level support for our WMS platform, helping resolve user issues and coordinating with external partners when needed
• Install and configure hardware and software systems, including system upgrades, patches, and new tool rollouts
• Assist with employee onboarding/offboarding (device provisioning, access setup, and account permissions)
• Maintain and document IT asset inventory, ensuring accurate tracking of laptops, peripherals, and shared equipment
• Create and maintain documentation for IT processes, troubleshooting steps, and FAQs
• Monitor and support cybersecurity practices, including enforcing access controls, flagging suspicious activity, and assisting with security audits or incident response
• Identify system reconfiguration needs and implement small-scale solutions or escalate when necessary
• Recommend enhancements or fixes based on recurring user issues or system limitations

Benefits

• Competitive salary and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you're encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription