IT Helpdesk-SC5899

Position Overview

We are seeking a motivated and customer-focused IT Helpdesk Technician to join our team in a fast-paced, in-office environment supporting over 2,000 retail locations nationwide. This is an excellent opportunity for someone beginning their IT career who is eager to gain hands-on technical experience and grow within a dynamic support environment. The ideal candidate will have strong communication skills, a willingness to learn, and the ability to troubleshoot a wide range of technical issues.

Key Responsibilities

• Provide first-level technical support via phone, email, and ticketing systems

• Troubleshoot and resolve issues related to:

• PCs, printers, and peripheral devices

• iPads and mobile devices

• Payment terminals (Link 2500, Lane 7000)

• Perform network troubleshooting including:

• Wi-Fi connectivity

• Routers and switches

• ISP-related issues

• Support store technologies including:

• Security camera systems

• IP-based safe locks

• Smart thermostats

• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system

• Escalate complex technical issues to senior IT staff or external vendors when necessary

• Assist with new store setups, device provisioning, and technology rollouts

• Collaborate with team members to ensure timely issue resolution and excellent customer support

• Maintain professionalism and strong communication while handling high-volume support requests

Requirements

Required Skills & Qualifications

• Basic knowledge of:

• Computers and operating systems

• Mobile devices and peripherals

• Networking fundamentals

• Strong problem-solving and troubleshooting skills

• Excellent verbal and written communication skills

• Ability to work efficiently in a fast-paced, high-volume support environment

• Team-oriented mindset with a willingness to learn and grow

• Strong attention to detail and organizational skills

Preferred Qualifications

• Previous helpdesk, call center, or customer service experience

• Exposure to retail or multi-location IT support environments

• Familiarity with ticketing systems and remote support tools

• Understanding of basic networking concepts and hardware troubleshooting