IT Support Technician

Reach Logistics is a global eCommerce logistics and strategy company that partners with some of the largest brands in the world to distribute their products on Amazon, Walmart, eBay, and more. We have 7 warehouses in 5 countries around the globe and offer a unique distribution model to our partners. We currently ship 60M units a year and are growing rapidly. Currently the top seller on Amazon, we boast over 1,700 global employees that span over 18 global locations. Check out our parent company's website: http://pattern.com/

We need an IT Support Technician to provide essential IT support to global team members. The technician will collaborate regularly to implement actionable solutions to help desk requests through tickets, emails, chat, and phone calls. This is a full-time position based in Hebron, KY working four 10-hour shifts each week (Saturday-Tuesday).

What is a day in the life of an IT Support Technician?

• Respond to and resolve help desk requests through tickets, email, chat, and phone calls.
• Escalate complex issues to senior IT staff when needed.
• Set up and deactivate user accounts following IT policies and security standards.
• Provide remote support with tools like RDP or TeamViewer.
• Troubleshoot and resolve issues with laptops, desktops, printers, networking, and software.
• Support employees on Windows, MacOS, and Google Workspace.
• Ensure security by following access controls and IT best practices.
• Document fixes and maintain accurate records in the helpdesk system.
• Meet SLAs by resolving tickets quickly and effectively while minimizing downtime.
  
  

What will I need to thrive in this role?

• 1–2 years of IT/help desk support experience (or strong technical aptitude with a customer service background).
• Familiarity with Windows and macOS, Microsoft Office, and Google Workspace.
• Basic understanding of networking (Wi-Fi, DNS, VPN, etc.).
• Experience with remote support tools like RDP, TeamViewer, or similar.
• Strong problem-solving and communication skills.
• IT certifications (CompTIA A , Net , Sec ) are a plus.
  
  

What does high performance look like?

• Following IT best practices for security, storage, and data protection.
• Prioritizing and resolving tickets efficiently in a high-volume environment.
• Keeping team members productive with minimal downtime.
• Working independently as well as collaborating as part of a global IT team.
  
  

What is the team like?

• You’ll be part of a global IT support team that values collaboration, speed, and problem-solving. We share knowledge, support each other, and encourage new ideas. You’ll report directly to the Director of IT and work closely with other technicians and senior engineers.
  
  

Sounds great! What’s the company culture? We are looking for individuals who are:

• Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
• Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
• Team of Doers - Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.
  
  

What is the hiring process?

• Initial phone interview with Pattern’s talent acquisition team
• Technical assessment with peers in IT
• Video interview with a hiring manager
• Executive review
• Offer
  
  

How can I stand out as an applicant?

• Be prepared to talk about professional accomplishments with specific data to quantify examples
• Be ready to talk about how you can add value and be the best addition to the team
• Focus on mentioning how you would be partner-obsessed at Pattern
• Be prepared to talk about any side projects related to data and analytics
  
  

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the e-commerce industry! We are a company full of talented people who evolve quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community.

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.