Specialist, Technical Support

Responsibilities

• Provide first-level technical assistance to end users, resolving hardware, software, and network-related issues promptly.
• Offer after-hours support for critical incidents or projects as needed.
• Identify root causes of recurring technical issues, implement preventive measures, and maintain a knowledge base for common problems and solutions.
• Install, maintain, and troubleshoot devices, including desktops, laptops, printers, scanners, and peripherals.
• Ensure all systems operate effectively to meet business needs.
• Continuously monitor system and application performance to identify and address potential issues proactively.
• Classify and prioritize support tickets based on urgency and business impact.
• Routinely route complex issues to specialized teams for resolution and ensure Service Level Agreements (SLAs) are met.
• Contribute technical expertise to IT initiatives, including system upgrades, deployments, and migrations.
• Aid in the creation and maintenance of technical documentation for system configurations, troubleshooting procedures, and user guides.
• Manage equipment inventory, coordinate repairs and upgrades, and administer maintenance contracts.
• Partner with cross-functional IT teams to deliver seamless support for general IT systems and distribution center operations.

Qualifications

• Minimum of 1-2 years in technical support roles; experience in a retail or distribution environment is a plus.
• Proficiency in Windows 10 & 11, networking concepts, Active Directory management, and a strong understanding of PC-related hardware and peripherals.
• Industry certifications such as A+ are highly desirable.
• Excellent verbal and written communication, strong organizational skills, and a customer-focused approach with the ability to empathize and stay calm under pressure.
• An analytical thinker with demonstrated troubleshooting abilities and the capacity to prioritize effectively in a fast-paced IT setting.
• Flexibility to rotate rotating after-hours on-call support.

Benefits

Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered—check it out today!

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About the Role

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information.

Schedule

Rotating after-hours on-call support required.

Pay

Position Starting At $30.67