IT Support Technician

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

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. This role focuses on day-to-day ticket execution, user experience, and issue resolution, while contributing to service quality, documentation, and operational stability.

The IT Support Technician serves as a primary point of contact for employee IT needs, owning support tickets end-to-end and escalating appropriately while maintaining accountability through resolution.

Core Responsibilities End-User Support & Ticket Management

• 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.

Device & Account Support

• 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.

IT Systems & Tools Support

• 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.

Documentation & Knowledge Base

• 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.

Collaboration & Continuous 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.

Required Skills & Qualifications

• 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 Qualifications

• 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.

Success Metrics

• Consistent SLA adherence and ticket resolution quality.
• Positive end-user feedback and support satisfaction.
• Reduction in repeat issues through documentation and process improvements.
• Accurate execution of onboarding and offboarding support tasks.