Retail Store IT Helpdesk Support I

About the role

Comoto Holdings is America’s largest and fastest-growing omnichannel platform in the powersports aftermarket-products industry, dedicated to advancing the experience of powersports enthusiasts across the globe. Comoto’s brands — RevZilla, Cycle Gear, J&P Cycles, REVER, and Common Tread — deliver premium products, dedicated expertise, engaging media, and passionate customer support through best-in-class e-commerce and retail experiences.

This is a hybrid, on-site position based out of either our South Philadelphia or Lawnside, NJ locations. You will serve as a Retail IT Helpdesk Support Specialist on a close-knit IT team, primarily supporting 175+ retail stores nationwide with occasional remote support for fulfillment and office teams. The role involves diagnosing and resolving an average of 40 support tickets per week, managing user access and onboarding, providing hands-on and remote troubleshooting, traveling a few times per year (typically 2–3 short trips) for new store openings and major industry events such as Sturgis or Biketoberfest, and participating in a scheduled emergency on-call rotation roughly once per month.

Responsibilities

• Diagnose and resolve an average of 40 support tickets per week, helping store managers troubleshoot network connectivity, hardware, point-of-sale (POS) software, receipt printers, and barcode scanners.
• Set up user accounts, manage permissions across Windows and Google Workspace (Gmail, groups, 2FA), and handle onboarding and offboarding access for team members.
• Guide non-technical store staff through cable checks, router/modem power cycles, and remote switch resets to restore store networks quickly.
• Travel a few times per year (typically 2–3 short trips) to provide on-site support for new store openings and occasionally for major motorcycle industry events such as Sturgis or Biketoberfest.
• Participate in a scheduled emergency on-call rotation (roughly once a month) to solve high-priority store outages.

Requirements

• 1–2 years of IT helpdesk or retail technology support experience, or recent IT graduate with strong customer service skills.
• Solid familiarity with Windows OS, Google Workspace, basic networking (routers, modems, PoE switches), and ticketing systems.
• Comfort troubleshooting desktops (Dell and Apple), receipt printers, barcode scanners, and payment PIN pads.
• Ability to explain technical fixes in simple, easy-to-understand language over the phone to busy store teams.
• Familiarity with and dedication to uphold PCI Compliance to ensure the privacy and protection of customer and team member personal information.
• Willingness to work in office, store, or warehouse environments; ability to lift and move equipment up to 50 lbs as needed.
• Ability to travel approximately 10% of the year.
• Excellent communication skills with patience and professionalism when guiding store staff through technical troubleshooting.
• Basic understanding of Windows OS, Google Workspace, local network hardware (PoE, routers, modems), and ticketing systems.
• Familiarity with tag printers, barcode scanners, all-in-one printers, Dell (priority) and Apple (secondary) desktops, monitors, and biometric devices.
• Positive attitude and willingness to learn while working in a team environment.
• High degree of security awareness and adherence to company best practices.
• Ability to prioritize, organize, and execute quickly and efficiently in a dynamic environment.
• Superb problem-solving abilities; can manage multiple projects and problems with varying timelines and priority levels.

Preferred qualifications

• CompTIA or other similar IT certifications.

Work environment & schedule

• Hybrid, on-site role based in South Philadelphia, PA or Lawnside, NJ.
• Occasional travel (approximately 10% per year) for new store openings and industry events.
• Scheduled emergency on-call rotation roughly once per month.
• Ability to lift and move equipment up to 50 lbs.
• Work across office, retail store, and warehouse environments.