IT Helpdesk Technician

We are seeking a motivated and customer-focused IT Helpdesk Technician to join our team in a fast-paced, in-office environment supporting over 2,000 retail locations nationwide. This is an excellent opportunity for someone beginning their IT career who is eager to gain hands-on technical experience and grow within a dynamic support environment. The ideal candidate will have strong communication skills, a willingness to learn, and the ability to troubleshoot a wide range of technical issues.

• Provide first-level technical support via phone, email, and ticketing systems
• Troubleshoot and resolve issues related to:
  • PCs, printers, and peripheral devices
  • iPads and mobile devices
  • Payment terminals (Link 2500, Lane 7000)
  • Routers and switches
  • ISP-related issues
• Support store technologies including:
  • Security camera systems
  • IP-based safe locks
  • Smart thermostats
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system
• Escalate complex technical issues to senior IT staff or external vendors when necessary
• Assist with new store setups, device provisioning, and technology rollouts
• Collaborate with team members to ensure timely issue resolution and excellent customer support
• Maintain professionalism and strong communication while handling high-volume support requests

• Basic knowledge of:
  • Computers and operating systems
  • Mobile devices and peripherals
• Strong problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to work efficiently in a fast-paced, high-volume support environment
• Team-oriented mindset with a willingness to learn and grow
• Strong attention to detail and organizational skills

• Previous helpdesk, call center, or customer service experience
• Exposure to retail or multi-location IT support environments
• Familiarity with ticketing systems and remote support tools
• Understanding of basic networking concepts and hardware troubleshooting