Information Technology Support Specialist

Location:

Onsite in Springfield, Missouri

Duration: 6 month contract to hire

Compensation: $22.50

Capstone IT is helping our client find an IT Support Analyst who will serve as the first point of contact for technical support requests from retail store employees and corporate users. This role provides phone-based troubleshooting for hardware, software, networking, and Point of Sale (POS) systems while resolving common issues, documenting incidents, and escalating more complex problems to higher-level support teams.

Most of the day is spent supporting users in a fast-paced help desk call center environment. Training provided, but must have fundamentals down.

• IT Help Desk / Technical Support
• Windows PC Hardware & Software Troubleshooting
• Networking Fundamentals (LAN/WAN)
• Point of Sale (POS) Support & Customer Service

• Provide first-level technical support via phone for store and corporate users.
• Troubleshoot issues involving computers, software, hardware, POS systems, servers, telephony, and network connectivity.
• Diagnose problems and guide users through step-by-step resolutions.
• Escalate complex technical issues to higher-level support teams.
• Help maintain uptime for store systems, distribution center servers, and network infrastructure.
• Support hardware installation, replacement, and repair remotely.
• Document support issues and resolutions.
• Assist with technology rollouts and implementation projects.
• Provide after-hours support and assist other departments when needed.
• Deliver excellent customer service while communicating technical information clearly to non-technical users.

• 1–5 years of IT Help Desk, Desktop Support, Technical Support, Customer Support, or equivalent technical training.
• Basic computer hardware and software knowledge.
• Basic troubleshooting and problem-solving skills.
• Ability to work independently and collaboratively.
• Willingness to work rotating schedules, including weekends.

• Associate degree or higher.
• Cisco CCENT or higher.
• Experience supporting retail environments or POS systems.

This IT Support Analyst supports a retail organization where technology outages directly affect store operations and revenue. The team serves as a centralized Service Desk supporting retail stores, distribution centers, and corporate employees around the clock. Analysts focus on resolving first-level technical issues quickly to minimize downtime for POS systems, servers, networking equipment, and user workstations. Because this is an entry-level team, there is significant opportunity to learn enterprise technologies while escalating more advanced issues to specialized infrastructure teams.

Capstone Consulting is an EEO employer.