IT Support Tech

Requisition ID:

Remote Work Available:

• Deliver exceptional customer service and technical support to internal employees.

• Provide on-site and remote IT support for locations nationwide.

• Respond promptly to support requests via phone, email, or ticketing system.

• Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, peripherals, and network equipment.

• Install, configure, and maintain operating systems, applications, and security tools.

• Manage user accounts, including password resets and access permissions.

• Perform routine system maintenance and updates.

• Document issues, resolutions, and processes in the IT knowledge base.

• Support IT projects such as upgrades, deployments, and migrations.

• Ensure compliance with IT policies and security standards.

• Maintain accurate documentation for managed stores and update during quarterly site visits.

• Administer Microsoft Azure, Office 365, and related applications.

• Troubleshoot network-related issues and assist with MDM platform management.

• Collaborate with IT Service Management to ensure a seamless support experience.

• Audit and streamline manual software processes and contribute to automation initiatives.

• Provide innovative solutions for complex technical challenges.

• Respond to critical technical needs on a 24/7 basis.

• Travel up to 35% nationwide.

• Provide IT support for retail locations, including POS systems, printers, network connectivity, and store-specific applications.

• Resolve issues impacting store operations quickly to minimize downtime.

• Coordinate with vendors and internal teams for hardware replacements and repairs.

• Assist with planning and execution of IT installations for new store openings and remodels.

• Deploy and configure network equipment, POS systems, workstations, and peripherals.

• Perform site readiness checks and ensure all IT systems are operational before launch.

• Document installation processes and maintain accurate inventory of deployed assets.

• At least 3 years in IT support, help desk, or desktop support roles within an enterprise environment.

• Ability to make sound, timely decisions in a fast-paced setting.

• Independent self-starter.

• Associate's or bachelor's degree in IT, Computer Science, or related field (preferred).

• Certifications such as CompTIA A+, Network+ , Microsoft Role-Based , or ITIL Foundation (preferred).

• Operating Systems: Advanced knowledge of Windows OS and Windows Server; familiarity with macOS and Linux.

• Microsoft Technologies: Proficiency in Office 365, Azure, Intune, SharePoint, and advanced O365 troubleshooting.

• Networking: Strong understanding of TCP/IP, VLANs, DNS, DHCP, VPN, and Wi-Fi troubleshooting.

• Device & Application Support: Hardware/software troubleshooting for desktops, laptops, printers, peripherals, and mobile devices.

• Systems Administration: Active Directory user management and permissions.

• Tools: Remote support tools (TeamViewer, Remote Desktop) and ITSM platforms (Zendesk, ServiceNow, ADO).

• MDM & Legacy Applications: Assist in managing mobile device platforms and legacy systems.

• Customer Service: Communicate clearly and patiently with non-technical users.

• Problem-Solving: Identify root causes and implement effective solutions.

• Time Management: Prioritize multiple tickets and meet SLAs.

• Collaboration: Work effectively with IT teams and cross-functional departments.

• Must be at least 21 years old and pass Level 2 Background Screening.

• Willingness to travel up to 35% nationwide.

• Availability for 24/7 technical support as needed.

• Ability to lift 25 lbs. to a height of five feet and carry up to fifty feet.

• Ability to climb ladders, kneel, crouch, and reach as needed.

• Ability to work in varying environmental conditions while wearing PPE.

• Visual acuity for detailed inspection and computer work.

• Ability to communicate verbally at conversation levels.

• 40+ hours per week with flexible hours based on business needs.

• Must be available for on-call duties, evenings, weekends, and holidays.

Nearest Major Market: