Summary:We are seeking a highly capable and motivated WMS Support Analyst to provide technical assistance, and systems support for our operations, customer service, and business teams. In this role, you will ensure the optimal performance of our hardware and software technologies, enhance system reliability, and maintain data security. You will also assist in identifying IT equipment upgrades and make recommendations for replacing end-of-life hardware.
What You'll Do:- Serve as the first point of contact for users seeking technical assistance via phone, email, or other supported channels.
- Create tickets and manage ticket queues in the ticketing system.
- Perform remote troubleshooting using diagnostic tools, system monitoring, and effective questioning techniques.
- Run diagnostic programs and follow up to ensure complete issue resolution.
- Determine and implement the best solutions based on issues reported and details provided by end users.
- Walk users through step-by-step resolutions and ensure timely problem-solving.
- Install, modify, and repair computer hardware and software.
- Configure, troubleshoot, and support mobile RF devices and label printers (e.g., Printronix).
- Manage user accounts and access through Synapse and other application systems.
- Maintain an accurate inventory of WMS assets and related hardware/software.
- Document technical processes, configurations, and diagnostic results.
- Collaborate with vendors to address and resolve issues.
- Collaborate with other IT groups as needed.
- Provide on-site support at various locations on a rotating schedule.
- Travel to Southern California sites to support IT operations.
- Be available to work outside normal business hours as needed.
- Cross-train with other areas of Application Support, such as TMS.
- Maintain system performance and participate in continuous improvement initiatives.
- Identify opportunities to enhance current IT support procedures and workflows.
- Stay current with emerging IT trends and technologies.
- Perform special projects and tasks as assigned.
STG Logistics reserves the right to change duties, responsibilities, and activities at any time with or without notice.
What You'll Bring:- Bachelor's degree in computer science, Information Technology, or related field a plus but not required.
- 3 years of proven experience in IT or technical support roles.
- Strong proficiency in troubleshooting hardware, software, and network issues.
- Exceptional ability to provide technical support and resolve user queries effectively.
- Firsthand experience with WMS systems such as but not limited to Synapse
- Experience with other platforms such as Cargo Manager, Profit Tools, CLI is preferred for cross-training collaboration.
- Advanced knowledge of Small Parcel Station software such as Techship, Endicia, Cargo Spectre, UPS, and FedEx.
- Experience troubleshooting label printers and managing inventory systems.
- Proficient with IT helpdesk tools and hardware/software inventory systems.
- Demonstrated experience documenting processes and tracking performance metrics.
- Ability to lift and move equipment weighing up to 25 lbs.
- Proficiency in Spanish preferred but not required.
- Excellent communication, interpersonal, and customer service skills.
- Initiative-taking, meticulous, and able to work independently in a demanding environment.
- Ability to multitask in a fast-paced environment.
Preferred Skills:- Familiarity with warehouse operations, logistics, transportation and supply chain.
- Proficient in Windows Operating Systems.
- Knowledge and understanding of wired and wireless networking.
- Experience with mobile RF configuration, troubleshooting and support, basic network troubleshooting, hardware troubleshooting such as desk and label printers and system monitoring.
- Customer-oriented mindset with a calm, purposeful approach.
- Commitment to continuous learning and staying informed about IT innovations.
Compensation & Benefits Information: - Salary Range: $74,900 - $86,000
- Bonus Eligible
- A list of STG benefits can be found here: Welcome - STG Benefits Program 2026
Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, geography, and other job-related reasons.
WORK ENVIRONMENTThe work environment characteristics described here represent those an employee encounter while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.
