IT Help Desk Support Technician

Seeking an experienced IT Support professional with strong expertise in Help Desk operations, end-user support, and troubleshooting across Retail, Distribution/Service Center, and corporate office. Skilled in supporting Desktop/Laptops, POS hardware, Mobile Devices, software applications, networking and email systems. Proven ability to install, configure, upgrade, and maintain hardware and software solutions while ensuring minimal business disruption. Knowledgeable in license management, remote support tools, and basic network administration. Recognized for strong analytical, problem-solving, and customer service skills, with the ability to efficiently diagnose and resolve technical issues for diverse user populations.

Primary Duties and Responsibilities

• Provide first-level and second-level technical support to retail stores, distribution/service center, corporate office employees, and remote users.
• Diagnose, repair, and replace desktop, laptop, POS, printer, and peripheral hardware to minimize business downtime.
• Install, test, configure, and deploy new workstations, POS systems, printers, and software applications.
• Comfortable traveling to retail sites for new and renovated retail locations, including user training and system orientation.
• Support and troubleshoot Cegid POS applications, ensuring seamless retail operations.
• Manage software licenses, IT assets, and inventory records to maintain compliance and accurate tracking.
• Resolve email and mobile device issues across Microsoft Outlook, Microsoft 365, iOS, and IOS App Platforms.
• Troubleshoot network connectivity issues involving LAN/WAN, wireless networks, VPN connections, and retail store communications.
• Support remote workforce users through remote access tools, assisting with hardware, software, and system upgrades.
• Serve as a point of contact for IT service requests received via phone, email, ticketing systems, and Microsoft Teams.
• Administer Active Directory user accounts, password resets, security group management, and account maintenance.
• Perform basic network, system, and application troubleshooting to identify and resolve operational issues.
• Coordinate service requests and escalations with internal IT teams, External vendors, and third-party support providers.
• Execute workstation hardware refreshes and software upgrades to ensure system reliability, performance, and security compliance.
• Participate in rotating on-call support schedules, providing after-hours and weekend technical assistance for retail operations.
• Use of ServiceNow for documentation of incidents, resolutions, hardware inventory, and support procedures.
• Travel to retail locations may be required up to 15% of the time

Requirements

Education and Experience

• Bachelor’s degree preferred in Information Technology, Computer Science or related field or equivalent experience.
• Must have knowledge and experience working with operating system environments, especially MS Windows 11, Microsoft Teams.
• Must have knowledge and experience working in desktop environment and with MS Office Suites and Office 365 including outlook configurations.
• 4-5+ years’ experience in technical support of Retail Environment and Offices.
• Ability to handle multiple customer issues and tasks simultaneously
• Must have a good understanding of computer systems (HP and Dell), Mobile Devices and other technical products.
• Knowledge of Apple Products is a plus.
• Must have excellent verbal and written skills; strong interpersonal skills.
• Must be organized, accurate, thorough, and able to monitor work for quality
• Technical Certifications are a plus.

Additional Skill Requirements

• Extensive knowledge of Windows operating systems, workstation support, and desktop administration
• Strong experience with Desktop/Laptop hardware, printers and thermal printers, peripherals, password management, and user account administration.
• General WAN / LAN, data communications, telecommunications and VoIP phones.
• General PC software products, file conversions & usage knowledge.
• Skilled at creating and documenting technical procedures, user guides, and step-by-step instructions for end users.
• Strong analytical and problem-solving abilities with a proven track record of independently resolving technical issues.
• Proactive in preparing hardware, software, accounts, and system access requirements for employees onboarding and offboarding.
• Excellent customer service skills.
• Very good communication, interpersonal and teamwork aptitude.
• Demonstrate organization skills to manage multiple open calls, call backs, and follow-up with customers.
• Must be self-motivated and a self-starter; quick learner for a multifaceted business and companion domestic and international staff;
• Must possess strong organizational, project management and problem-solving skills with multi-tasking abilities in a fast-paced corporate environment;
• Arrive early and work late if necessary
• Demonstrated professionalism, accountability, receptiveness to feedback, and commitment to teamwork
• Accept constructive feedback