ITS Store Support Technician

  • Houston, TX
  • Posted 22 hours ago | Updated moments ago

Overview

Remote
On Site
Hybrid
BASED ON EXPERIENCE
Contract - W2
Contract - Independent

Skills

NETWORKING
TECHNICAL SUPPORT
VPN
MERAKI
OFFICE

Job Details

ITS Support Technician - Houston (Remote, 12+ Months)

iSphere is searching for a skilled ITS Support Technician to provide Level 3 support to both internal and external customers. This isn t just another help desk role this is an opportunity to be the go-to problem solver on networking, applications, and critical systems support. If you thrive in high-stakes situations and love jumping in where others get stuck, we want to talk to you.

What You ll Be Doing

  • Lead response on critical customer incidents own the communications, escalation, and resolution.

  • Standardize and update Service Desk practices.

  • Support and troubleshoot POS applications and related third-party tools.

  • Proactively align IT support with business needs while maintaining deep technical knowledge.

  • Create, track, and manage service requests via ticketing system.

  • Troubleshoot and resolve issues with computers, printers, hardware, and applications.

  • Provide timely status updates to end users and escalate as needed.

  • Monitor systems to identify outages and respond promptly.

  • Assist stores with ticket reconciliation, billing, refunds, and payment issues.

  • Guide and mentor other ITS Support Technicians.

  • Work directly with vendors to resolve technical issues with desktop equipment, software, and peripherals.

What You Need to Know

  • Networking: VPN/VLAN, Cisco Meraki, IP addressing, telephony, internet, and wireless.

  • Remote access tools and remote desktop support.

  • Microsoft Office Suite and Exchange/Active Directory.

  • Ticketing systems experience.

  • Mobile device support.

  • Solid understanding of hardware and software systems.

  • Bonus if you bring field tech or field service experience.

What You Bring

  • 5+ years of technical support experience.

  • 5+ years of strong customer service experience.

  • Hands-on networking background (a must).

  • Retail or technology background a plus.

  • Experience supporting IT projects.

  • High School diploma or GED (technical training or certifications a plus).

  • Strong documentation and reporting skills.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About iSphere