Help Desk Support - Tier 1

Your primary mission is to keep our retail stores up and running. In this entry-level IT role, you are the first line of technical support, treating our store teams as your most important customers. When a store experiences a technical issue, you are their dedicated partner in resolving it quickly and efficiently, ensuring they can get back to serving their own customers without missing a beat.

Beyond providing empathetic and urgent technical support, you will help build our team's knowledge foundation. As you resolve everyday issues, you will help convert those solutions into clear, easy-to-read guides and Standard Operating Procedures (SOPs) that empower your peers and allow store teams to troubleshoot basic issues independently.

• Experience: 0–2 years in an IT Help Desk or customer service environment. (Experience supporting a retail environment is a massive plus!)

• Customer-First Mindset: A strong passion for helping people and an understanding that internal store employees are your VIP customers.

• Technical Skills: A foundational understanding of IT support principles (ITIL knowledge is a bonus). Familiarity with small networks, shared printers, thin clients, and basic hardware troubleshooting. Experience working with Linux systems.

• Writing Proficiency: The ability to write clearly and translate technical jargon into simple, "step-by-step" guides for non-technical retail audiences. 

• On-Call Schedule: Once every 6 weeks; includes evenings until 9pm/Saturday 7am-9pm/Sunday 1pm-5pm

Common Daily Support Tasks:

• Access Management: Email and Active Directory password resets.

• Printer Support: Toner/drum resets and network connectivity troubleshooting for standard and sticker printers.

• Hardware & Point-of-Sale: Troubleshooting Clover systems and Thin Clients (e.g., network drops, replacement configurations, PXE boot issues).

• Store Security & Communications: Basic camera support (verifying functionality, assisting with footage sharing, password resets) and VoIP phone support (paging, hold functions, ringing issues, replacements).

 

All of your information will be kept confidential according to EEO guidelines.