Help Desk Specialist - Stores

Help Desk Technician (Remote) - Bilingual English/Spanish

Position Overview

We are seeking customer-focused and tech-savvy Help Desk Technicians to provide remote support to retail store locations across a large, multi-site organization. In this role, you will serve as the first point of contact for store associates experiencing technical issues and help resolve problems quickly to minimize business disruption.
This is an excellent opportunity for individuals with retail operations experience, customer service backgrounds, or entry-level IT support experience looking to grow their technology careers.

Key Responsibilities

• Respond to inbound support requests via phone, email, and web-based ticket submissions.
• Create, update, and manage support tickets in the organization's ticketing system.
• Troubleshoot hardware and software issues involving point-of-sale systems, printers, scanners, payment devices, Windows workstations, and related technology.
• Guide end users through troubleshooting steps and basic fixes.
• Escalate complex technical issues to appropriate support teams when necessary.
• Follow established procedures, troubleshooting guides, and knowledge base articles to ensure consistent service delivery.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Monitor and follow up on open incidents to ensure timely resolution.
• Identify recurring issues and communicate trends to leadership.
• Stay informed on technology updates, system enhancements, and operational changes.
• Assist with knowledge base maintenance and process documentation improvements.
• Support special projects, system deployments, and new location openings as assigned.

Required Qualifications

• Experience working in a fast-paced retail, customer service, call center, or technical support environment.
• Strong troubleshooting and problem-solving abilities.
• Familiarity with Windows-based systems, point-of-sale technology, printers, scanners, and basic networking concepts.
• Excellent verbal and written communication skills.
• Customer-focused mindset with patience and professionalism.
• Ability to follow established processes while identifying opportunities for improvement.
• Comfortable managing multiple calls, tickets, and priorities simultaneously.
• Bilingual in English and Spanish (required).
• High school diploma or equivalent.

Preferred Qualifications

• Previous Help Desk, Service Desk, Technical Support, or IT Support experience.
• Experience working with ticketing systems such as Service Now or similar platforms.
• CompTIA A+, Network+, or other technical certifications.
• Experience training, mentoring, or assisting coworkers in a professional environment.

Desired Skills

• Help Desk Support
• Call Center Operations
• Technical Troubleshooting
• Service Now or Similar Ticketing Systems
• Retail Technology Support
• Customer Service
• Incident Management
• Hardware & Software Support
• Documentation & Knowledge Management
• Windows Operating Systems

Work Environment

• Fully remote position
• Fixed schedule assigned upon hire
• Occasional schedule flexibility may be required based on business needs and team coverage requirements

Experience Level

Entry Level to Early Career

Ideal Candidate

The ideal candidate enjoys helping others, thrives in a fast-paced support environment, and has a passion for troubleshooting technology issues. Retail operations experience combined with strong customer service skills is highly valued for this role.
Job Type & Location
This is a Contract position based out of Philadelphia, PA.
Pay and Benefits
The pay range for this position is $20.00 - $23.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time…