9907 - IT Support Technician

JOB DESCRIPTION

Description

The Tier 1 IT Support Technician 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 Functions

User Support & Incident Resolution

• Serve as the primary contact for Tier 1 support requests via phone, email, and ticketing system.
• Troubleshoot and resolve basic issues related to:
  • Servers, workstations, laptops, and peripherals
  • Microsoft 365 applications (Outlook, Excel, Word, Teams, etc.)
  • User accounts, login issues, and password resets
  • Printers, scanners, and other office/store equipment
  • Working knowledge of Active Directory, DNS, and DHCP

Network & Systems Support

• Provide 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 Tier 2 or senior team members as needed.

Point-of-Sale (POS) Support

• Troubleshoot POS hardware and software issues, including:
  • Terminal connectivity
  • PCs, servers, printers, barcode scanners, credit card terminals
  • Application errors and transaction support
• Work with store teams to perform basic resets, updates, or configuration checks.

Communication Systems Support

• Provide 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 & Maintenance

• Install, 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 & Documentation

• Log 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.

Competencies

Required

• 1-2 years of IT support or help desk experience, preferably in a retail environment.
• Basic understanding of:
  • Windows operating systems
  • Microsoft 365 suite
  • LAN/WAN concepts
  • VoIP phone systems
  • 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.

Preferred

• Experience 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 Competencies

• Hardware, Software, and Telecom troubleshooting
• Heightened sense of urgency and what's important to your stakeholders
• Ability to navigate through ambiguity and identify business requirements for software, hardware, and reporting needs
• Ability to manage multiple projects with minimal supervision
• Ability to work with upper management and various internal departments to achieve company goals for Information Technology
• Strategic/Critical Thinker/Problem Solver

Work Environment

This 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 24/7 on-call availability to respond to 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 Manager/Analyst will assist in creating a culture of:

• Servant Leadership
• Teamwork
• Ownership
• Respect
• Integrity