Regional Technical Support Specialist

Job Title:
Regional Technical Support Specialist
Department:
Information Technology Wisconsin (WI)
Reports to:
Director of Technology
FLSA Status:
Non-Exempt

Position Summary: This position is responsible for providing high‑level daily support to all DLC Wisconsin (WI) Stores. In addition, the role involves setting up new store technology, working with the DLC‑IT Team to ensure all new technology setups are fully deployed and functional, and supporting software, hardware, and network assistance. The Regional Technical Support Specialist will rely on experience, knowledge, and judgement to identify, research, and resolve technical problems presented through Help Desk tickets, documenting, tracking, and monitoring issues to ensure timely resolution.

• Setting up new store technology and coordinating with the DLC‑IT Team.
• Providing technical support across all WI DLC store locations.
• Identifying and supporting continuous improvement and innovation opportunities to enhance hardware testing activities.
• Serving as a key point of support for Operations teams on all technical issues, communicating across site teams, and updating process flows and work instructions as required.
• Assisting the IT Team and providing remote support throughout the DLC network.
• Traveling to stores in the DLC Tech van around Wisconsin, taking ownership of each store’s daily IT operations—including weekends.
• Troubleshooting and resolving trouble tickets related to hardware, software, phones, and networking.
• Verifying issue resolution with stores and users and updating the ticketing system.
• Completing multiple simultaneous projects in a timely manner.
• Assisting DLC users in a professional, service‑driven manner.
• Following internal DLC policies and procedures, as well as external compliance regulations, to avoid vulnerabilities and ensure technology meets compliance standards.
• Supporting other IT department members to complete assignments and projects to meet goals and objectives.
• Providing weekly updates to the reporting Manager.
• Developing and supporting test methods for new and refurbished hardware, including data collection.
• Managing confidential information.
• Regular and consistent attendance.
• Other duties as assigned.
• Working between 8:00 a.m. and 6:00 p.m. during store business hours, with on‑call availability on weekends per rotation support schedule.

• Supporting IT tickets for SNV, NNV, Utah, and Idaho remotely using remote access connections.
• Assisting with DLC Facility support when additional help is needed.
• Performing monitoring and maintenance on all DLC workstations using Ninja One.
• Performing Bitdefender monitoring and maintenance on all DLC workstations and providing support.

• Degree in Technology or a related discipline, or equivalent experience.
• Proficiency in Microsoft Windows 11 Pro and Microsoft 365.
• Expertise in Microsoft Azure Cloud computing, user setup, and Office 365 mailbox setup.
• Working knowledge of desktop hardware (laptops, workstations, printers, scanners, etc.).
• Working knowledge of network switches, firewalls, and wireless devices.

• Self‑starter with minimal supervision.
• Valid Nevada driver’s license and insurance.
• Good oral and written communication skills.
• Excellent investigative and customer service skills.
• Flexibility to adapt processes and create new ones.
• Friendly attitude and excellent interpersonal skills.
• Superior work ethic.

Requires ability to lift 35 pounds, perform repetitive movement, sit, write letters and memos, engage in face‑to‑face discussions, use electronic mail and telephone conversations, and interact with others in sensitive or difficult situations. Requires repeated physical and mental activities, high accuracy, meeting strict deadlines, working with external providers, customers, or the public, coordinating or leading others, and traveling to multiple sites and locations.

Requires the ability to gather and analyze facts, devise solutions, prepare clear reports, follow detailed instructions, and perform with high accuracy and legal compliance.

Dollar Loan Center is an Equal Opportunity Employer. We are committed to cultivating a culture where everyone feels welcomed, valued, and respected. Dollar Loan Center provides equal employment opportunities to all employees and applicants and prohibits discrimination of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All offers of employment are contingent upon a thorough background check. Background checks are conducted on all final candidates and on all employees who are promoted as deemed necessary.