Tech Support Analyst (Store Support Center, Overland Park, KS)

About Ace Retail Group

Ace Retail Group (ARG), is a division of Ace Hardware Corporation that owns and operates several Ace brands, including Westlake Ace, Great Lakes Ace, Buikema’s Ace, Outer Banks Ace, Dennis Company, and Breed & Company. ARG is one of the largest hardware retailers in the United States and has two headquarters located in Lenexa, KS and Farmington Hills, MI. ARG’s origins date back over a century and operates over 250 neighborhood stores located throughout the United States. Great people make ARG stand out in our industry, and we are looking for individuals who strive for personal and professional growth, and who want to work with a company founded on (and still led by) our solid Core Values of: Winning, Excellence, Love, Integrity, Gratitude, Humility and Teamwork.

Job Title: Technical Support Analyst
Department: Information Technology
Reports To: Technical Support Supervisor
Exemption Status: Non-Exempt (Hourly)

About Ace Retail Group
Ace Retail Group (ARG) is a division of Ace Hardware Corporation that owns and operates several well-known Ace brands, including Westlake Ace, Great Lakes Ace, Buikema’s Ace, Outer Banks Ace, Dennis Company, and Breed & Company. As one of the largest hardware retailers in the United States, ARG operates more than 250 neighborhood stores nationwide and maintains its headquarters in Overland Park, Kansas.
With roots dating back over a century, ARG’s success is driven by its people. What truly sets us apart in the industry is our commitment to hiring and developing individuals who are passionate about personal and professional growth and who want to be part of a company built on strong, enduring Core Values:
Winning, Excellence, Love, Integrity, Gratitude, Humility and Teamwork
General Job Summary
This helpdesk position includes general on-phone technical support of all activities involving our point-of-sale system; including assisting store users and technicians with daily operational and procedural issues or questions.

Essential Duties and Responsibilities
• Provide hardware support for store personnel and repair technicians, including but not limited to: Windows XP/7/10 based register platform, register peripherals, bar code scanner, thermal Printer, signature capture device, laser printers, copiers, fax, etc.
• Serve as a product expert for all components of the backroom and register software.
• Rotating on-call support including evenings, weekends and holidays.
• Provide support for Store Support Center departments.
• Build and install equipment in store locations
• Accountable for all store related polled data.
• Perform other related duties and special projects as assigned.
Other Essential Requirements
Ability to exhibit and incorporate our Core Values into daily decisions and interactions with others:
o WINNING – In business, money is the score. To win, we must perform, compete, and have fun. At Ace, we win through people- our strength is being helpful.
o EXCELLENCE – Excellence honors God and inspires people. We aspire to be the best, to continuously improve and to inspire others by giving the team our very best.
o LOVE – Love the people, love the work and love the results.
o INTEGRITY – For Ace to win, we need to be able to trust each other. And trust will require us to be honest, reliable, caring, of high character and of unquestioned ethics.
o GRATITUDE – We recognize that we are blessed to be in the business of serving others.
o HUMILITY – We strive for greatness with a humble, modest and respectful attitude.
o TEAMWORK – We will fight the natural tendency for control and credit in favor of collaboration and mutual success, recognizing that…Together, we are Ace.

Minimum Skills, Requirements and Qualifications
• 2-4 years related IT experience (help desk experience a plus).
• Highly motivated and energetic team player who works well under pressure.
• Ability to absorb and retain information quickly and conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills.
• Above average PC skills.
• Exceptional attention to detail.
• Windows and wireless networking experience.
• Working in or supporting in a retail environment.
• Travel as required.
• Standing, walking, lifting (up to 25lbs) and climbing.

Compensation Details

$20.00 - $22.00 per hour

For a full list of benefits and open positions, please visit us at:

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Equal Opportunity Employer
Ace Retail Group is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws.