HELP DESK - IT SUPPORT SPECIALIST I

Key Responsibilities

• Provide first-line technical support via phone, email, and in-person for hardware, software, and network-related issues.
• Monitor ticket queues for break/fix and request calls.
• Diagnose and resolve technical problems; escalate complex issues to Level 3 support as needed.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and software applications.
• Manage user accounts, access permissions, and IT documentation.
• Maintain documentation for solutions, issues, change control, and testing procedures.
• Cookordinate with vendors and other business units to resolve system functionality concerns.
• Train end-users on IT best practices and new technologies.
• Participate in the development and execution of IT goals, policies, and priorities.
• Ensure compliance with internal IT policies and cybersecurity protocols.

Qualifications

• 2+ years of experience in IT support, helpdesk roles, or 2+ years working in a retail environment with knowledge of POS/end of day processes.
• Strong troubleshooting skills and technical knowledge of Windows and networking.
• Familiarity with helpdesk software and remote desktop tools.
• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Detail-oriented with a proactive approach to problem-solving.

Preferred Skills

• Experience with Active Directory, Microsoft 365, VPNs, and endpoint security.
• Understanding of ITIL frameworks and basic cybersecurity hygiene.
• Exposure to ticket triage, asset tracking, and onboarding workflows.
• Basic TCP/IP Networking and Troubleshooting.
• Network cable management.
• Phone system support.

Other requirements

• Must be available for overtime, off hours, working at remote sites and weekend call rotation.
• Must be able to lift, carry, and move up to 50 pounds.
• Must be able to bend, kneel, stoop, and reach (including overhead).
• Travel may be required to off-site locations for IT support.
• Must have a valid driver’s license for day and nighttime driving and proof of valid auto insurance.
• May require overnight stays including weekends.
• Track time in applicable time keeping system.
• Maintain confidentiality of data.