IT Support Technician

Responsibilities

• Deliver exceptional customer service and technical support to internal employees.
• Provide on-site and remote IT support for locations nationwide.
• Respond promptly to support requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, peripherals, and network equipment.
• Install, configure, and maintain operating systems, applications, and security tools.
• Manage user accounts, including password resets and access permissions.
• Perform routine system maintenance and updates.
• Document issues, resolutions, and processes in the IT knowledge base.
• Support IT projects such as upgrades, deployments, and migrations.
• Ensure compliance with IT policies and security standards.
• Maintain accurate documentation for managed stores and update during quarterly site visits.
• Administer Microsoft Azure, Office 365, and related applications.
• Troubleshoot network-related issues and assist with MDM platform management.
• Collaborate with IT Service Management to ensure a seamless support experience.
• Audit and streamline manual software processes and contribute to automation initiatives.
• Provide innovative solutions for complex technical challenges.
• Respond to critical technical needs on a 24/7 basis.
• Travel up to 35% nationwide.
• Provide IT support for retail locations, including POS systems, printers, network connectivity, and store-specific applications.
• Resolve issues impacting store operations quickly to minimize downtime.
• Assist with planning and execution of IT installations for new store openings and remodels.

• At least 3 years in IT support, help desk, or desktop support roles within an enterprise environment.
• Ability to make sound, timely decisions in a fast-paced setting.
• Independent self-starter.
• Associate's or bachelor's degree in IT, Computer Science, or related field (preferred).
• Certifications such as CompTIA A+, Network+, Microsoft Role-Based, or ITIL Foundation (preferred).
• Advanced knowledge of Windows OS and Windows Server; familiarity with macOS and Linux.
• Proficiency in Office 365, Azure, Intune, SharePoint, and advanced O365 troubleshooting.
• Strong understanding of TCP/IP, VLANs, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Hardware/software troubleshooting for desktops, laptops, printers, peripherals, and mobile devices.
• Active Directory user management and permissions.
• Remote support tools (Team Viewer, Remote Desktop) and ITSM platforms (Zendesk, Service Now, ADO).