Technical Support Specialist

About the Company

Our client is a fast growing national retail and customer experience organization with multiple store locations across the United States. They are committed to making every visit easy, welcoming, and memorable, and they believe every member of the team plays a direct role in that. As they continue to expand nationwide, they are seeking the right people to grow with them, where your work has real impact.

Position Overview

The IT Technical Support Specialist assists in all aspects of supporting multiple stores across the US. The ideal candidate will have a foundation of IT knowledge and be open to learning many different skills. This is a true problem solver who provides technical assistance to employees. Reports to: IT Project Manager.

Core Values Alignment

• Curious: Ask questions, find and solve problems
• Passionate: Care deeply about the brand, team, and customers
• Do It Right: Take pride in accuracy and credibility
• Service: Put others above ourselves

Key Responsibilities

• Serve as the first point of contact for IT support requests across corporate and retail store locations, triaging and resolving Tier 1 and Tier 2 issues via phone, remote desktop tools, in person, and the ticketing system; escalate unresolved issues to senior IT staff with thorough documentation.
• Provide technical support for end user hardware and software, including desktops, laptops, printers, peripherals, and mobile devices across Windows 10/11 and iOS environments.
• Administer and support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint; handle account provisioning, mailbox management, licensing assignments, and access troubleshooting.
• Manage user accounts, group memberships, password resets, and access requests in Active Directory and Microsoft Entra ID.
• Support endpoint enrollment, configuration, and compliance using Microsoft Intune, PDQ Connect, and MDM policies; assist with device imaging, application deployment, and policy enforcement.
• Provide frontline technical support for POS systems at store locations, including hardware, software, and peripheral troubleshooting (receipt printers, label printers, card readers); coordinate escalation to POS vendors or senior IT staff as needed.
• Perform hardware and software installations, configurations, and updates; maintain accurate records of device inventory and software deployments.
• Create and maintain knowledge base articles, support guides, and troubleshooting documentation to enable self service resolution of common issues and reduce repeat ticket volume.
• Work within the IT ticketing system to log, track, prioritize, and resolve support requests in accordance with defined SLAs; provide clear status updates to end users throughout the resolution process.
• Be available for on call and after hours support on a rotating basis to assist stores when critical issues arise outside of normal business hours.

Desired Skills & Experience

• Excellent customer service skills
• Strong troubleshooting and critical thinking skills
• Microsoft Office 365 and Windows 10