Job Title: IT Support Specialist
POSITION SCOPE:
The IT Support Specialist will be responsible for providing timely and effective technical assistance to all employees, both in-store and in the corporate offices. You will troubleshoot and resolve hardware, software, network, and system issues, ensuring minimal disruption to business operations. The ideal candidate will be a proactive problem-solver with excellent communication skills, capable of supporting diverse technical needs in a fast-paced retail environment.
ESSENTIAL DUTIES:
Help Desk Support:
- Provide first-line IT support to employees, addressing hardware, software, and
- network issues via phone, email, and remote tools.
- Respond to, track, and resolve tickets through the IT support system, ensuring
- issues are prioritized and resolved in a timely manner.
- Provide remote troubleshooting and support for retail staff in multiple locations,
- as well as corporate team members.
- Ensure proper documentation and resolution steps are recorded for future
- reference.
- Escalate complex or critical issues to senior staff or external vendors as needed.
Hardware & Software Support:
- Install, configure, and maintain employee workstations, including desktops,
- laptops, printers, mobile devices, tablets, and peripherals.
- Ensure all POS (point-of-sale) systems in retail locations are properly functioning
- and properly maintained.
- Assist with software installations, updates, and troubleshooting, including both
- standard and custom applications used across the business.
- Support both Mac and Windows-based environments, as well as any cloud-based
- platforms.
- Assist with system upgrades, deployments, and technology rollouts.
Cybersecurity & Compliance
- Support the implementation, monitoring, and enforcement of IT security policies, procedures, and best practices.
- Assist with endpoint protection, patch management, multi-factor authentication,
- and access control administration.
- Provision and deprovision user accounts in accordance with security standards
- and least-privilege principles.
- Support vulnerability remediation efforts and security updates across devices and systems.
- Promote security awareness by reinforcing best practices with end users and
- identifying potential risks.
- Ensure the security, integrity, and confidentiality of company data across all
- systems.
Employee Lifecycle Support
- Support employee onboarding by preparing equipment, provisioning accounts,
- configuring access, and ensuring new hires have necessary tools on day one.
- Coordinate with HR to execute offboarding procedures, including account
- deactivation, access removal, secure data wiping, and system reimaging.
- Ensure compliance with security and data protection standards during employee
- transitions.
- Provide user training and guidance on common IT systems, software, and
- applications.
- Maintain and update user guides and FAQs for common issues or questions.
System Maintenance & Monitoring:
- Assist with regular IT system maintenance, including patching, updates, and
- backups.
- Monitor network and system performance, identifying and escalating issues to
- senior staff as needed.
- Ensure the security and integrity of data across all systems by adhering to IT
- policies and best practices.
- Work closely with management to escalate critical issues and identify areas for
- process improvement.
- Communicate effectively with both technical and non-technical staff to ensure efficient resolution of issues.
- Contribute to ongoing IT projects, assisting with deployments and rollouts as necessary.
PREREQUISITE KNOWLEDGE, SKILLS & EXPERIENCE
- Education & Experience: Associate’s degree or equivalent in Information Technology, Computer Science, or a related field.
- 1-3 years of experience in an IT support or help desk role, ideally in a retail or corporate setting.
- Experience with supporting both hardware and software in a mixed (Windows/Mac) environment.
- Familiarity with retail systems, including POS systems, is a plus.
- Technical Skills:
- Strong knowledge of IT troubleshooting and problem-solving techniques.
- Proficiency with Windows and macOS operating systems.
- Experience with common business software, including Microsoft Office
- 365 and Google Workspace.
- Familiarity with networking concepts (Wi-Fi, VPNs, DNS, DHCP, etc.) and basic network troubleshooting.
- Experience with remote desktop tools and ticketing systems (e.g., Jira, ServiceNow) is desirable.
- Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
- Strong customer service orientation and a patient, solution-focused attitude.
- Ability to work independently and manage multiple priorities in a fastpaced environment.
- High attention to detail and problem-solving abilities.
- Ability to take initiative, follow through on tasks, and manage projects from start to finish.
Salary $120,000
