Job Title: Retail Help Desk Technician

Role Overview

The Retail Help Desk Technician provides frontline technical support to store teams, ensuring point-of-sale systems, devices, and retail applications operate smoothly. This role supports a high-volume, fast-paced retail environment and focuses on rapid issue resolution, clear communication, and minimal disruption to store operations.

Key Responsibilities

• Provide Level 1–2 technical support to retail store users via phone, chat, and ticketing systems

• Troubleshoot POS systems, payment devices, printers, handhelds, and store networks

• Support retail applications including POS, inventory, and workforce systems

• Resolve hardware and software issues for store devices (registers, tablets, scanners, peripherals)

• Escalate complex issues to Tier 2/3 teams while maintaining ownership and follow-through

• Document incidents, resolutions, and known issues in a ticketing system

• Support new store openings, store refreshes, and seasonal peak periods as needed

• Maintain strong customer service while working under time-sensitive SLAs

Required Qualifications

• 1–3 years of IT support or Help Desk experience in a retail or high-volume environment

• Experience supporting POS systems and retail hardware

• Strong troubleshooting skills across Windows, peripherals, and basic networking

• Experience using ticketing systems and following SLA-driven workflows

• Strong communication and customer service skills

Preferred Qualifications

• Experience supporting multiple store locations

• Familiarity with retail systems such as POS, inventory, or workforce tools

• CompTIA A+ or similar certification

Core Competencies

• Ability to remain calm and effective during peak business hours

• Strong prioritization and multitasking skills

• Service-oriented mindset