IT Operations Support Level 1

OverviewThe IT Operations Support Specialist (Level 1) provides frontline technical support for Cavender's retail stores, distribution centers, and corporate users. This role serves as the first point of contact for IT support requests and focuses on incident intake, scripted troubleshooting, and resolution of common technical issues. Level 1 support follows established procedures and knowledge base documentation to restore service quickly while delivering excellent customer service. Incidents requiring advanced troubleshooting, cross-system analysis, infrastructure investigation, or configuration changes are escalated to Level 2 or Level 3 support teams.Duties and ResponsibilitiesSupport the "Cavender's Culture" and drive the Mission, Vision and Values Serve as the first point of contact for IT support requests from stores, corporate offices, and distribution centersLog and manage incidents and service requests using the ServiceNow ITSM platformPerform scripted troubleshooting using established procedures and knowledge base documentationResolve common technical issues related to Microsoft 365 applications including Outlook, Teams, and SharePointSupport password resets, account unlocks, and basic identity management tasks within Active Directory and Azure Active Directory (Entra ID)Provide basic support for endpoint devices including laptops, desktops, printers, and mobile devicesAssist with device setup, imaging, and onboarding for new employeesDocument incidents, troubleshooting steps, and resolutions accurately within the ticketing systemEscalate incidents requiring advanced troubleshooting, infrastructure analysis, or configuration changes to Level 2 support teamsEnsure escalated incidents include clear documentation of symptoms, troubleshooting steps, and business impactAssist with maintaining internal knowledge base documentation and troubleshooting guidesCoordinate with operations teams during store technology incidents or outagesParticipate in IT training and knowledge development across Cavender's technology platformsSupport after-hours maintenance windows, on-call rotations, and critical business events when requiredQualifications and RequirementsAssociate or Bachelor's degree in Information Technology or equivalent experience1-2 years of experience in a help desk, service desk, or technical support role preferredBasic understanding of Windows operating systems and endpoint troubleshootingFamiliarity with Microsoft 365 applicationsFamiliarity with ticketing systems such as ServiceNow or similar ITSM platformsStrong customer service and communication skillsAbility to manage multiple support requests in a fast-paced environmentStrong documentation and problem-solving skillsAbility to participate in on-call rotations and occasional after-hours supportBased in DFW, Houston, or Austin metropolitan areasPreferred SkillsExperience supporting POS systems or retail technology environments.Exposure to Active Directory, Azure AD (Entra ID), or endpoint management platforms.Basic networking knowledge including Wi-Fi connectivity and VPN troubleshooting.Entry-level technical certifications such as CompTIA A+, Network+, or similar.Cavender's is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law. Cavender's will provide reasonable accommodations for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361-2555 or visit your nearest Cavender's store. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-04-03