IT Service Desk Technician (Remote)

Stores Technology Service Technician - Help Desk & Tech Support

Start Date April 2nd

Shift Availability: All shifts needed; 1st, 2nd, 3rd

Job Summary:

This is a phone-heavy position requiring excellent communication skills. The Stores Technology Service Technician provides high-quality customer service and technical support for store hardware, software, and procedural processes. This role demands strong interpersonal and administrative skills to effectively resolve issues and ensure operational efficiency for our store locations.

Key Responsibilities:

• Provide direct support to internal store employees and corporate office employees, assisting with hardware troubleshooting, networking issues, password resets and POS - Point of Sales peripherals.
• Escalate complex technical issues to Analysts for tier-2 resolution.
• Take immediate action to correct or escalate emergency situations.
• Diagnose and resolve store issues by identifying root causes and implementing appropriate solutions.
• Accurately document troubleshooting steps, resolutions, and escalations.
• Stay informed on system updates, policies, and procedures to enhance problem-solving capabilities.
• Communicate effectively under both routine and escalated conditions, maintaining professionalism and customer service excellence.
• Conduct technical troubleshooting for POS equipment, remote access systems, Apple iOS devices, and Microsoft applications.
• Identify recurring issues and collaborate with Store Technology Services (STS) Analysts to improve long-term system performance.
• Support corporate associates with technical assistance via email and other communication channels.

Qualifications & Skills:

• Strong customer service, interpersonal, verbal, and written communication skills.
• Minimum 3 years of experience in a related field, preferably in a help desk and/or technical support environment.
• ServiceNow or similar ticketing systems.
• Knowledge of remote tech support and performing password resets.
• Basic understanding of various hardware and network configurations.
• Preferred knowledge of Apple iOS devices and software, including handheld equipment such as phones and tablets.
• In-depth knowledge of Point of Sale (POS) hardware and software configurations.
• Proficiency with Microsoft applications and operating systems.
• Understanding of telecommunications hardware, wiring, and remote access systems.

#PSI1

Job Type: Contract

Pay: $20.00 - $22.00 per hour

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Application Question(s):

• IT Troubleshooting via Telephone for an enterprise organization.

Experience:

• Help desk: 2 years (Required)
• Software troubleshooting: 2 years (Required)

Work Location: In person

Salary : $20 - $22