Stord · 2 days ago
IT Support Technician
United States
Full-time
Remote
Entry Level
1+ years expStord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. The IT Support Technician is responsible for delivering high-quality, reliable technical support to end users while ensuring IT support operations run efficiently and consistently.
E-CommerceFreight ServiceLogisticsSaaSSupply Chain Management
Responsibilities
Serve as a primary responder for IT support requests across hardware, software, SaaS tools, and access issues
Own tickets from intake through resolution, ensuring timely updates and clear communication
Troubleshoot issues related to macOS, Windows, mobile devices, printers, scanners, and peripherals
Escalate complex or high-impact issues while maintaining ownership and follow-through
Deliver a high-quality employee support experience aligned with defined SLAs
Support employee onboarding and offboarding tasks, including device setup, account access changes, and equipment recovery
Assist with device provisioning, imaging, troubleshooting, and replacement. Support identity and access requests across core SaaS tools under established processes
Operate within IT service management tools to manage workload, documentation, and reporting. Follow established processes for MDM, endpoint security, and access management systems
Perform routine checks and validations to ensure devices and accounts remain compliant
Create and maintain troubleshooting guides, FAQs, and internal documentation
Contribute to knowledge base articles to reduce repeat issues and improve self-service
Document recurring issues and patterns for escalation or process improvement
Partner with IT Operations and Security teams on escalations and defined initiatives
Identify recurring support issues and suggest improvements to automations, processes, or documentation
Participate in testing and rollout of new tools, processes, and changes
Qualification
Required
1–3 years of experience in IT support, help desk, or a similar role
High ownership mindset: demonstrates accountability for seeing tickets and tasks through to resolution, proactively communicates status and risks, and takes pride in delivering a reliable, high-quality support experience
Strong working knowledge of macOS and Windows environments
Experience supporting SaaS applications and user access requests
Familiarity with ticketing systems and IT support best practices
Strong troubleshooting, communication, and customer service skills
Preferred
Familiarity with Jumpcloud, Atlassian, Bettercloud, Slack and Google Administration
Exposure to identity and access management concepts
Experience working in a compliance-conscious or security-focused environment
Experience supporting distributed or warehouse-based environments
Company
Stord
Stord is a commerce enablement platform that operates a distributed fulfillment network for various brands across multiple channels.
1001-5000 employees
H1B Sponsorship
Stord has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (4)
2023 (2)
2022 (7)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$525.04MKey Investors
Strike CapitalFranklin TempletonKleiner Perkins
2025-05-15Series E· $80M
2025-05-15Debt Financing· $120M
2022-05-03Series D· $120M
Leadership Team
Sean Henry
Founder & CEO
Jacob Boudreau
Co-Founder / CTO
Recent News
2026-01-06
2026-01-06
Company data provided by crunchbase