Technology Support Specialist

Summary The Technology Support Specialist helps keep Sparkle’s salons, franchise network, and corporate teams operating smoothly by providing responsive, professional technology support across a mixed Apple and Windows environment. This role supports hardware, software, networking, payment systems, communications platforms, and other business-critical technology used throughout the Sparkle system. The Technology Support Specialist will also coordinate technology readiness for new salon openings, maintain support documentation, and identify opportunities to reduce recurring issues through stronger processes, education, and automation. The ideal candidate is customer-focused, resourceful, highly organized, and comfortable supporting technical and non-technical users in a fast-paced, growing, multi-location business. Key Responsibilities Technical Support Provide remote technical support to Sparkle salons, franchisees, and corporate employeesTroubleshoot Apple devices, iPads, Windows systems, phones, smart TVs, digital signage, IP cameras, payment hardware, and related equipmentDiagnose and resolve Wi-Fi, router, switch, connectivity, and device-configuration issuesSupport salon software, point-of-sale and scheduling platforms, Google Workspace, RingCentral, and other business systemsManage support requests through Zendesk in accordance with established service-level expectations based on ticket type and priorityDocument troubleshooting steps, resolutions, and relevant system information accuratelyEscalate complex or business-critical issues to internal team members, vendors, or technology partners when appropriateCommunicate clearly and professionally with both technical and non-technical users throughout the resolution process Salon Openings and Technology Readiness Coordinate the technology setup and onboarding process for new salon openingsSupport equipment procurement, configuration, shipping, replacement, and installation coordinationPartner with franchisees, vendors, and internal departments to ensure each salon is technologically ready before openingValidate that required devices, systems, connectivity, user accounts, and payment hardware are properly configured and operationalProvide scheduled support during salon openings when needed, including occasional support outside normal business hoursMaintain salon-opening checklists, installation instructions, and technology-readiness standards System Administration and User Support Assist with employee and franchisee onboarding and offboardingSupport user accounts, system access, permissions, password resets, and basic administrative tasksMaintain accurate records related to devices, system access, replacements, and technology assignmentsSupport compliance with Sparkle’s technology, security, and access-management standards Documentation and Process Improvement Create and maintain troubleshooting guides, installation instructions, frequently asked questions, and support standardsMonitor recurring issues and identify their underlying causesRecommend improvements that reduce repeat support requests and improve system reliabilityAssist with the development of automations, self-service resources, and scalable support processesShare trends and recurring challenges with the Vice President of Technology and other appropriate stakeholdersHelp improve the overall support experience for franchisees, salon teams, and corporate employees What Success Looks Like Success in this role includes: Support requests are acknowledged and resolved in accordance with defined service-level expectationsUsers receive clear, patient, and professional communication throughout the support processTicket notes, troubleshooting steps, and resolutions are documented accuratelyNew salons open with the required technology properly configured, tested, and ready for operationRecurring technology issues are identified, documented, and reduced over timeSupport processes become more consistent, efficient, and scalable as the Sparkle system growsFranchisees, salon teams, and corporate employees view the Technology team as a responsive and dependable partner Qualifications and Preferred Experience High school diploma or equivalent requiredThree or more years of IT support, help desk, desktop support, or technical troubleshooting experience preferredExperience supporting Apple, iPad, and Windows environmentsWorking knowledge of networking concepts, including Wi-Fi, routers, switches, connectivity, and device configurationStrong technical troubleshooting, problem-solving, and organizational skillsExperience using Zendesk or a similar ticketing and support-management platform preferredExperience supporting franchise, retail, hospitality, salon, or multi-location operations preferredFamiliarity with point-of-sale systems, payment processing, VoIP systems, digital signage, and IP cameras preferredExperience with Google Workspace and RingCentral preferredAbility to manage multiple support requests and priorities while maintaining attention to detailStrong written and verbal communication skillsDemonstrated customer-service mindset, professionalism, and follow-throughAbility to explain technical issues clearly and support non-technical users with patience and empathy Work Schedule and Travel This is a hybrid position based in Scottsdale, Arizona, with two required in-office days per weekNo regular travel or on-site salon support is requiredThe role does not include a regular after-hours requirement or an on-call rotationScheduled weekend coverage is required approximately one weekend per monthOccasional support outside normal business hours may be required in connection with new salon openings Compensation + BenefitsWe value your dedication and want to support you in return:Flexible hybrid work environmentHealth and dental insurance to keep you wellPaid time off and holidays to recharge and enjoy lifeCareer growth and development opportunities About Sparkle Grooming Corp. We’re not your average dog groomer. Founded in 2022, Sparkle is where routine pet care meets small-box retail and social service. Our membership-based, wellness-focused hygiene and salon-style dog grooming, make access to routine care easy and affordable for all – while also giving back to support the needs of our community. Loyal to a greater purpose, we are on a mission to improve quality of life for those we care for, while also doing our part to create healthy happy homes in the communities we serve. sparkledogcare.com