Tier 1 Help Desk Technician

Job title: Tier 1 Help Desk Technician

Classification: Exempt

Reports to: Director of Enterprise Technology

Location: Birmingham, AL

Job overview: Supports technology across retail locations, field personnel, and home office. Resolves user issues while proactively identifying opportunities to improve the overall technology stack to drive smooth, consistent operations.

• Troubleshoot issues with POS systems, computer hardware, polling systems, and any other in-store and remote data collection technology.
• Answer help desk calls and emails as they arrive.
• Log, track, and manage incidents and service requests within Jira Service Desk (or similar ITSM platform).
• Resolve level 1 issues in real time; research, solve, and elevate level 2 and 3 tickets as needed.
• Clearly communicate on all open tickets through resolution and closure in Jira.
• Develop and use Jira reporting to spot trends in company support needs.
• Show a high level of ownership while completing projects that enhance store inventory and operating procedures.
• Update and maintain networking infrastructure to align with organizational security standards.
• Support the Technology team in sourcing, building, and implementing new technology to the field organization.
• Assist in executing IT corporate initiatives and see them through to completion.

• Outstanding communication skills, including the ability to articulate complex topics to less technical users and emphasize standard operating procedures.
• Planning and organizational skills.
• Ability to identify problems and resolve them.
• Capability to build working relationships with internal customers and external vendors.
• Ability to travel 1-2 times per month.
• Participate in a rotating on‑call schedule to provide after‑hours and weekend support as needed to ensure continuous business operations.
• High school diploma or equivalent.
• Experience with Jira or similar IT service management platforms.
• Proactive, customer‑centric mindset.
• Outstanding integrity and desire to solve problems.
• Prior Service Desk or technical support experience a plus.