Purpose
The IT Support Technician is the first point of contact for technology at Grid-Line. This role owns the day-to-day support queue, keeps employees working, and handles the hands-on side of IT: setting up and deploying equipment, fixing printers, moving desks, and helping build out our new headquarters. You'll join a four-person IT team: you'll start out working directly under the IT Director while you ramp up, then report day-to-day to our IT Department Lead, with continued mentorship from the IT Director. There's a real path to grow into systems administration and security work as you prove out.
Core Responsibilities
- Own the support ticket queue in our internal service desk platform: triage, resolve, or escalate every issue, and keep users informed along the way.
- Provide friendly, patient desk-side and remote support for Windows, Microsoft 365 (Outlook, Teams, OneDrive/SharePoint), printers, phones, and peripherals.
- Execute employee onboarding and offboarding from documented checklists: accounts, licenses, device setup and retrieval.
- Provision, enroll, and deploy laptops and desktops through Microsoft Intune; track equipment in our asset inventory from purchase to retirement.
- Perform hands-on work: monitor mounts, desk moves, cable runs, printer maintenance, conference room AV, and equipment staging.
- Assist the IT Director with the physical build-out and relocation of IT for our new Merrillville headquarters, including racking equipment (two-person lifts) and workstation deployment.
- Write and maintain knowledge-base articles and support documentation so problems get solved once.
- Support company platforms used by our operations teams (TMS, Samsara) at the account and access level, escalating deeper issues to the right teammate.
- Manage user permissions and access requests according to IT SOPs, with changes approved by IT leadership.
- Flag recurring problems, risks, and improvement ideas to your lead; you are the team's eyes and ears on the floor.
Success in This Role Looks Like
- Employees get timely, accurate support and trust IT because of it.
- Tickets are resolved, documented, and closed; nothing falls through the cracks.
- New hires have a working desk, account, and device on day one; departures are offboarded the same day.
- The asset inventory matches reality.
- The knowledge base grows every month, and repeat issues shrink because of it.
- The rest of the IT team is interrupted less, because Tier 1 issues stop at you and escalations arrive well-documented.
Requirements
- Strong, demonstrable troubleshooting instinct is the core requirement. 1+ year of hands-on IT support experience (helpdesk, desktop support, field tech) is preferred, but we weigh proven ability over credentials. If you build your own PCs, run a homelab, self-host your own services, manage your own domain, or are the person everyone you know calls when technology breaks, we want to hear from you.
- Working knowledge of Windows 10/11 troubleshooting and Microsoft 365 applications.
- Clear, patient communication with non-technical users, in person and in writing.
- Reliable transportation and ability to work on-site 5 days/week, with occasional travel between our Schererville and Merrillville locations.
- After-hours work is rare (planned in advance, roughly once every couple of months), with one exception: our headquarters relocation later this year will require some scheduled evening/weekend availability during the move window.
Nice to have: CompTIA A+ or equivalent, Microsoft Entra/Intune experience, experience in logistics/transportation environments, experience supporting a multi-site company.
Physical Requirements
This role regularly involves desk-side and field work, including lifting and carrying equipment up to 50 lbs independently, participating in two-person lifts of heavier equipment (servers, racks, large displays), working under desks and on ladders, and running cable. Reasonable accommodations are available in accordance with applicable law.
Growth Path
This is our entry-level IT seat, but it isn't a dead end. The team is small and builds most of its own tooling; strong performers take on Intune administration, security tasks (MFA rollout, phishing awareness, alert triage), and infrastructure exposure under the IT Director's direction. You'll be mentored directly by the IT Director, and we support certifications and professional development on a case-by-case basis. As our operations technology expands over the coming year, this role is also likely to grow into supporting driver-facing devices for our fleet.
At Grid-Line, we move with purpose. We're building a tech-powered operation designed for speed, efficiency, and excellence. If you thrive in a high-accountability, process-driven environment where accuracy directly impacts results, we want you on our team.
Grid-Line Transportation Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Application Question(s):
- Are you able to work onsite in Schererville IN?
- How many years of hand -on-end user IT support experience do you have?
Work Location: In person
