IT Support Technician, Level 1

Responsibilities

• Respond to incoming IT support requests via phone, email, chat, and ticketing system
• Troubleshoot Tier 1 technical issues related to hardware, software, and account access
• Guide users through diagnostic and resolution steps for various systems, including POS Track
• Document support activity in our incident management system
• Maintain and manage employee system access and credentials
• Cook up hardware replacements and installations across store locations
• Escalate complex issues to specialized IT teams when necessary
• Contribute to documentation and knowledge base articles for team use
• Stay up to date on internal systems, tools, and best practices through training and collaboration

Qualifications & Experience

• A High School Diploma or GED (required)
• 2+ years of experience in technical support or customer service, or equivalent (e.g., CompTIA A+)
• Proficiency with Windows and MacOS environments, Microsoft Office, and basic IT hardware
• Excellent communication skills, both written and verbal
• Strong problem-solving skills and attention to detail
• Willingness to work evening/weekend hours as part of a rotating on-call schedule

Key Competencies

• Analytical Skills: Ability to interpret data and extract insights to improve business performance
• Collaboration: Proven ability to work cross-functionally and build productive relationships
• Customer Focus: Prioritizes the user experience in all support processes
• Interpersonal Communication: Communicates clearly, courteously, and effectively across diverse audiences
• Initiative: Proactively identifies and addresses problems; driven by continuous improvement
• Organizational Skills: Manages time and priorities effectively, with strong attention to detail
• Performance Management: Committed to ongoing skill development and goal achievement
• Technology Skills: Competent in navigating relevant systems and tools to meet business needs

Pay & Schedule

Pay Rate: $36,000 - $50,000/yr. dependent on background and experience.

Schedule: 11am-8pm (either Wed.-Sun or Saturday - Wednesday), must include both Saturday and Sunday and 3 other days during the week.

Benefits

• Medical
• Dental
• Vision
• 401K plus company match
• Mental health support
• Paid sick/holiday/vacation time
• Employee discount program
• Tuition reimbursement options

Disclaimer

This job description outlines primary responsibilities, but it is not a comprehensive list of all tasks. Duties may change or new responsibilities may be assigned as business needs evolve.