Onsite Warehouse IT/WMS Support

Location: Hagerstown, MD (Onsite) Openings: 2 Available Shifts: 1st shift Option: Sun-Tue and alternate Wed every other week, from 7AM-7PM 3rd Shift Option: Sun-Thurs, 10PM - 6:30AM Job Description: Super User (L1 Support – WMS) Required Experience 1-3+ years in IT related role, or relevant professional experience Strong communication and interpersonal skills (must be comfortable interacting with operations teams daily) Ability to learn new systems/tools quickly with minimal technical background Problem-solving mindset with the ability to troubleshoot basic issues independently Comfortable working in a warehouse or operational environment Reliability and ability to work assigned shifts (including nights/weekends) Basic computer literacy and familiarity with navigating software systems Self-starter / go-getter mentality with a strong desire to learn and grow H.S. diploma/GED required Plus (Nice to Have) Experience with Warehouse Management Systems (WMS) or similar systems Exposure to SQL (ability to run simple, repeatable queries) Previous help desk, support, or “super user” type experience Background in supply chain, logistics, or warehouse environments Associate's degree preferred Information Technology or Supply Chain Bachelor's degree preferred Information Technology or Supply Chain Day-to-Day This role serves as the on-site “Super User” and primary point of contact for warehouse associates needing support with the WMS and related systems. You’ll spend most of your time on the warehouse floor troubleshooting real-time issues, answering process-related questions, and helping keep operations moving with minimal disruption. This includes investigating system errors, validating data, and guiding users through fixes or workarounds in a fast-paced environment. You’ll partner closely with operations and business system teams, ensuring issues are resolved quickly while also identifying patterns and driving longer-term improvements. In addition to day-to-day support, you’ll play a key role in managing and documenting system issues, supporting testing efforts for system changes, and ensuring proper tracking and escalation through ServiceNow and internal processes. Act as the go-to resource on the floor for WMS support, troubleshooting issues directly within the system Investigate errors, data discrepancies, and process gaps using provided tools (including pre-built SQL queries when needed) Walk associates through system steps, answer questions, and provide real-time guidance to keep workflows moving Document recurring issues and partner with broader teams to identify root cause and drive permanent fixes Create and track ServiceNow incidents, Customer Enhancements (CE), Service Requests (SR), and Continuous Customer Improvement (CCI) items Escalate more complex or technical issues to IT teams and follow through to resolution Support testing efforts for system changes and assist with overflow testing requests across accounts Monitor and track requests to ensure alignment with scope, timelines, and budget expectations Maintain strong relationships with warehouse and operations teams through consistent on-floor presence