IT Support Specialist, Warehouse Operations

In 2002, AKIRA opened the doors to its first women's clothing boutique in Chicago. Since then, the company has extended its reach to 40+ stores across the United States, as well as a thriving eCommerce business (). AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand.

AKIRA's culture has one very large, distinct difference from other fast-fashion competitors:
Other-Worldly Customer Service and Fanatical, Obsessive Attention to the consumer's needs and desires. The core principle for all employees at AKIRA is to Act and Think Like an Owner, and this belief can be reflected across all areas of the company.

IT Support Specialist, Warehouse Operations

Bolingbrook, IL, with time at Chicago HQ as needed.

Contract-to-Hire / Full time. Conversion to full-time employment will be considered only after the 6-month minimum or Full time.

As an IT Support Specialist in our warehouse environment, you will be the frontline resource ensuring all technology systems operate smoothly to keep our warehouse operations efficient and productive. Your role will involve providing technical assistance for hardware, software, and networking issues, supporting warehouse management systems (WMS), and ensuring minimal downtime in a fast-paced environment. You will work closely with warehouse leadership, operations staff, and the broader IT team to maintain operational excellence and resolve issues quickly.

Our Bolingbrook warehouse supports production, packing, and retail operations. It also runs Geekplus goods-to-person robots. You will be the first line of support for these robots and related equipment. You will also support the label printers and handheld scanners our warehouse teams use every day.

• Solution-Oriented Mindset: Focus not just on the problems but on the most efficient ways to solve. Embrace challenges as opportunities to innovate and improve.

• Hands-On Problem Solving: Approach technical challenges with practical, efficient solutions tailored to the warehouse environment.

• Proactiveness: Instead of merely reacting to issues, foresee potential challenges and strategize to mitigate them. This forward-thinking approach will significantly reduce escalations and improve overall system stability.

• Clear Communication: Effectively explain technical solutions to non-technical staff.

• Integrity & Transparency: Being open about challenges, mistakes, and victories creates a culture of trust. Uphold ethical standards and communicate transparently with all stakeholders.

• Calm Under Pressure: When unexpected issues arise, maintaining a calm demeanor, and leading the team effectively through the crisis will be a key determinant of success.

• Safety First: Follow all vendor and site safety procedures when working on or near robots and automated equipment. Put safety ahead of speed.

• Customer Support: Deliver unsurpassed internal customer support, addressing complex issues with finesse and expertise.

• Expert Technical Troubleshooting: Lead initiatives to maintain system stability and optimize operations. Troubleshoot advanced hardware and software challenges, drawing upon deep expertise. Collaborate with team members for seamless resolution of issues.

• Strategic Infrastructure Management: Manage and prioritize a significant volume of incoming support tickets for efficient resolution.

• Process & Best Practices: Maintain and update IT documentation, ensuring its relevance and utility.

• Ticketing and ITSM: Work tickets in an ITSM tool such as Fresh service. Follow SLAs. Prioritize tickets by impact on operations. Document each resolution clearly so the team can reuse it.

• Label Printers and Scanners: Support, troubleshoot, and configure TSC and Zebra label printers. Do the same for handheld barcode and RF scanners and similar warehouse hardware. Keep these devices running so production, packing, and shipping are not delayed.

• First-Line Troubleshooting: Troubleshoot warehouse robots and related equipment, such as charging stations and workstations.

• Routine Maintenance: Perform routine checks and basic maintenance to keep equipment running.

• Spare Parts and Equipment: Track spare parts and equipment on site.

• Vendor Coordination: Work with Geekplus on escalations and follow-up.

• Network and Systems: Keep robots connected and working with the warehouse network and robot…