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IT Support - Store Systems & Windows 10
Job in
Cincinnati, Hamilton County, Ohio, 45208, USA
Listed on 2026-02-16
Listing for:
Blue Bridge People
Full Time
position Listed on 2026-02-16
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support
Job Description & How to Apply Below
This is a long-term contract with potential to convert to full-time
MUST BE CURRENTLY LOCATED in Cincinnati and able to come on site 5 days a week
** Please, no C2C/3rd parties**
We are seeking a Level 2 Help Desk Technician to provide advanced technical support within a high-volume call center environment supporting retail store locations. This role will focus on resolving escalated technical issues, reducing a significant backlog of support tickets, and delivering high-quality customer service to non-technical end users.
The ideal candidate will have strong Windows 10/11 expertise, hands‑on troubleshooting experience with retail hardware and peripherals, and a disciplined approach to documentation and incident management.
Key Responsibilities- Provide Level 2 technical support for retail store environments via phone, ticketing system, and remote tools
- Triage, troubleshoot, and resolve escalated incidents related to Windows workstations and retail hardware
- Address a large backlog of open support tickets, prioritizing and resolving issues in a structured and timely manner
- Diagnose and resolve issues related:
- Windows 10 and Windows 11 operating systems
- Active Directory (user accounts, password resets, group policies, permissions)
- Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
- VPN connectivity and network-related issues
- Troubleshoot and support retail-specific peripherals, including:
- Receipt and label printers (thermal printers preferred)
- Handheld scanners and mobile retail devices
- Barcode scanners and cash drawers
- Document all incidents thoroughly in the ticketing system, including:
- Root cause analysis
- Escalation notes (if applicable)
- Communicate technical concepts clearly to non-technical retail staff
- Collaborate with Level 1 support and infrastructure teams for issue escalation when required
- Identify recurring issues and recommend process or technical improvements
- 3+ years of IT support experience in a Help Desk or Service Desk environment
- Experience working in a call center or high-volume ticketing environment
- Strong hands‑on experience with:
- Windows 10 and Windows 11 administration and troubleshooting
- Active Directory user and group management
- Microsoft 365 applications
- Remote support tools
- Demonstrated experience troubleshooting retail hardware and peripherals:
- Credit card terminals
- Receipt/thermal printers
- Handheld devices and barcode scanners
- Strong incident documentation skills with attention to detail
- Experience working through and reducing a large ticket backlog
- Excellent verbal communication skills with the ability to support non-technical users
- Experience supporting multi‑site retail environments
- Familiarity with ITSM platforms (Service Now, Jira, Fresh service, etc.)
- Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
- CompTIA A+, Network+, or equivalent certifications
- Structured troubleshooting methodology
- Ability to prioritize in a fast‑paced, ticket‑driven environment
- Clear and concise documentation skills
- Patience and professionalism when supporting retail store personnel
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