IT Support Specialist

Coleto Brands, parent Company of Progress Lighting and Kichler, is seeking to fill a hybrid IT Support Specialist position. The IT Support Specialist will provide Tier 1–2 technical support across virtual, in office and warehouse environments. This hybrid role supports end users through the IT service desk while also serving as the primary onsite IT presence for warehouse operations. The ideal candidate brings strong troubleshooting skills, excellent customer service, and experience supporting end-user computing, enterprise applications, and warehouse technologies such as Android devices, RF scanners, and printers in a fast-paced operational setting.

Duties and Responsibilities:
User Support:

• Provide timely, courteous Tier 1–2 support via phone, email, ticketing, and in-person interaction.
• Troubleshoot and resolve hardware, software, account access, and connectivity issues; escalate when needed.
• Support password resets, basic system navigation, and application-related issues.
• Participate in shift-based or rotational off-hours (on call) support as required.

Mobile & Warehouse Technology Support:

• Configure, deploy, and support Android devices (rugged handhelds, tablets, scanners).
• Troubleshoot issues impacting warehouse productivity, including wireless and application connectivity.
• Support RF scanners, label/thermal printers, barcode equipment, and related warehouse technology.

Systems & Tools:

• Document incidents and requests within the ITSM system.
• Perform user administration tasks in Active Directory/Entra ID.
• Provide basic network connectivity support.
• Collaborate with internal IT teams and external vendors for issue resolution.

Documentation & Process Improvement:

• Create and maintain support documentation, procedures, and knowledge base articles.
• Contribute to continuous improvement efforts and uphold IT policy and security standards.

Work Environment & Physical Requirements:

• Hybrid role with 2 days onsite per week, depending on needs could be more
• Requires movement through warehouse environments and occasional exposure to temperature variations and noise.
• Ability to lift up to 50 lbs; other duties as assigned.

Required Qualifications:

• Minimum 2 years of experience in IT helpdesk, service desk, or technical support.
• Experience supporting warehouse, distribution, manufacturing, or logistics environments.
• Strong troubleshooting ability and effective information-gathering skills.
• Excellent customer service skills, including active listening and conflict resolution.
• Ability to explain technical concepts clearly to non-technical users.
• Positive team contributor with strong communication and collaboration skills.
• Reliable transportation

Preferred Qualifications:

• Experience with MDM platforms (e.g., Microsoft Intune, ManageEngine, etc.).
• Experience supporting Android-based devices in operational settings.
• Experience with ServiceDesk Plus Cloud ticketing system
• Knowledge of WMS systems, RF scanners, rugged mobile hardware, label/thermal printers, Windows OS, Office 365, and cloud applications such as SAP HANA.
• Experience supporting macOS hardware and applications.
• Basic networking knowledge (desktop firewalls, proxies, Wi-Fi).
• ITIL Foundation or familiarity with ITIL practices.

Education:

• Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of certification and experience. (CompTIA A+ or Network+, ITIL Foundation, Microsoft Fundamentals certification)

Travel requirements:

• 40% local travel between sites (within 2 hours).
• Up to 5% domestic travel; 1% international possible.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Coleto Brands LLC, its divisions, subsidiaries and affiliates (collectively “Coleto Brands” or the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit.

It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Coleto Brands is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English and Spanish

E-Verify Right to Work Poster: English, Spanish