9907 - IT Support Technician Specialist

DescriptionThe IT Support Technician Specialist is the first point of contact for technical assistance across the organization. This role provides essential support to both the Home Office, store locations, and remote workers, ensuring smooth and reliable operation of systems (software and hardware), network administration, point-of-sale (POS) systems, and communication tools. The ideal candidate is customer-focused, well-organized, and able to troubleshoot a wide range of hardware and software issues in a fast-paced RTO environment.Essential FunctionsUser Support & Incident ResolutionServe as the primary contact for Tier 1 and other basic support requests via phone, email, and ticketing system.Troubleshoot and resolve basic issues related to:Servers, workstations, laptops, and peripheralsMicrosoft 365 applications (Outlook, Excel, Word, Teams, etc.)User accounts, login issues, and password resetsPrinters, scanners, and other office/store equipmentWorking knowledge of Active Directory, DNS, and DHCPNetwork & Systems SupportProvide first-level support for network connectivity issues (wired/wireless/cellar) at stores and the home office.Assist in diagnosing internet outages, VPN issues, and basic switches, routers, modems, and problems.Escalate advanced network or systems issues to a higher Tiers or senior team members as needed.Point-of-Sale (POS) Support: (Requires working knowledge of basic POS functionality)Troubleshoot POS hardware and software issues, including:Terminal connectivityPCs, servers, printers, barcode scanners, credit card terminalsApplication errors and transaction supportWork with store teams to perform basic resets, updates, or configuration checks.Communication Systems SupportProvide first-level support for phone systems outages or malfunctions.Troubleshoot VoIP phones and softphone applications for store and office users.Assist with voicemail, call-flow, and extension configuration issues as directed.Software Installation & MaintenanceInstall, configure, and maintain approved applications, especially Microsoft 365 products.Perform software updates and assist with patching activities.Document procedures and maintain accurate technical notes.Operational Support & DocumentationLog all support incidents in the ticketing system with accurate details and follow-through.Escalate unresolved issues according to defined procedures.Maintain technical documentation, FAQs, and user guides to improve support efficiency.Assist with onboarding/offboarding tasks such as device setup and account provisioning.CompetenciesRequired1-2 years of IT support or help desk experience, preferably in a retail environment.Basic understanding of:Windows operating systemsMicrosoft 365 suiteLAN/WAN conceptsVoIP phone systems (e.g., RingCentral)POS hardware/software (Any POS)Strong customer service and communication skills.Ability to multitask and prioritize effectively.The willingness to learn new technologies and processes.PreferredExperience supporting multi-location retail operations.Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, RDP).Knowledge of ticketing systems (Spiceworks, Zendesk, ServiceNow, Freshservice, etc.).CompTIA A+ or equivalent certification.POS hardware/software (RTO - POS)Key CompetenciesHardware, Software, and Telecom troubleshootingHeightened sense of urgency and what's important to your stakeholdersAbility to navigate through ambiguity and identify business requirements for software, hardware, and reporting needsAbility to manage multiple projects with minimal supervisionAbility to work with upper management and various internal departments to achieve company goals for Information TechnologyStrategic/Critical Thinker/Problem SolverWork EnvironmentThis job operates in a professional office environment. This role routinely uses a variety of high-end sophisticated equipment that requires monitoring, scheduled maintenance, periodic replacement and repair. In addition, this department utilizes standard office equipment such as personal computers, phones, photocopiers, fax machines, and scanners.Position Type / Expected Hours of Work This is a full-time position. Regular work hours are Monday through Friday; however, the role requires on-call availability to respond to emergency/critical after-hours situations. Weekend work may also be required to provide support for maintenance, server updates, and reporting services.Monday - Friday Flex Schedule of: 8:00 AM-3:00PM and remote 5:00PM -7:00PM The IT Support Technician Specialist will assist in creating a culture of:Servant Leadership TeamworkOwnershipRespectIntegrity

Created: 2026-04-02