What are the responsibilities and job description for the Technical Support Specialist position at Sport Clips - Support Center?
Benefits:
- 401(k) matching
- Bonus based on performance
- Company parties
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Vision insurance
- Wellness resources
The Technical Support Specialist reports to the IT Support Manager and collaborates closely with various departments to address a wide spectrum of technology needs. The Technical Support Specialist is pivotal in coordinating the operational management and support of key platforms and technology across the Sport Clips digital ecosystem. This role ensures seamless integration of platform administration with traditional IT support functions, delivering a holistic technology support experience to both corporate and retail environments.
Scope:
1. Technology Deployment & Support:
- Manage the deployment, imaging, and setup of new laptops and workstations for both on-site and remote team members.
- Maintain and ensure the optimal functionality of all assigned technology assets, including troubleshooting and resolving hardware and software issues.
2. Business Application Support:
- Serve as a support contact for business-specific applications, assisting franchisees in utilizing platforms to access corporate resources effectively.
- Provide training, troubleshooting, and guidance on the operational support of business-specific platforms to ensure users can leverage full capabilities.
3. Retail Technology Management:
- Take an active role in supporting retail operations, particularly focusing on Point of Sale (POS) systems.
- Address and resolve technical issues related to retail-specific hardware and software, ensuring minimal downtime and optimal operational efficiency.
4. Asset Management & Maintenance:
- Diligently maintain records of all technology assets, ensuring accurate tracking and management.
- Schedule and execute regular upgrades and maintenance activities to ensure the longevity and reliability of IT resources, ensuring assets remain in compliance.
5. Security & Compliance:
- Uphold strict security standards and privacy protocols, ensuring the secure and compliant usage of all technology assets.
- Stay abreast of industry best practices and emerging security threats, applying this knowledge to safeguard organizational data.
6. User Training & Support:
- Provide training and guidance to end-users on the effective operation of various hardware and software.
- Utilize the internal help desk ITSM system to keep detailed records of all service calls, deployments, and user interactions.
7. Collaboration & Continuous Improvement:
- Work collaboratively with IT team members and other departments to identify areas for process improvement.
- Contribute to the development of an informational knowledge base, enhancing the accessibility of technical information and resources.
Key Criteria/Requirements:
- Associate Degree in Information Technology, A Certification, or equivalent work experience in IT support and administration, minimum 2 years
- Proven experience as an IT Technician, Business Platform Administrator, or in a similar role
- Experience with troubleshooting hardware, software, and network issues
- Experience with remote support tools and providing telephone assistance to users
- Strong understanding of operating systems (Windows, macOS) and software applications
- Knowledge of networking fundamentals, including VPNs, TCP/IP, DNS, DHCP, and firewalls
- Familiarity with cloud platforms and services (Microsoft 365)
- Experience in supporting retail environments, particularly with Point-of-Sale (POS) systems and kiosk
- Familiarity with ticketing systems (Jira) for issue tracking
- Strong diagnostic and troubleshooting abilities to resolve a wide range of technical issues
- Ability to work independently and take ownership of issues until resolution
- Ability to think critically and propose effective solutions for users
- Excellent verbal and written communication skills
- Ability to explain technical concepts clearly to non-technical users
- Ability to handle user inquiries in a professional, friendly, and patient manner
- Strong customer-centric attitude and ability to manage high-stress situations
- Ability to prioritize and manage multiple requests simultaneously
- Ability to work effectively in a team environment and collaborate with other departments
- Willingness to share knowledge and provide training to end-users when necessary
- Ability to work in a fast-paced environment with rapidly changing technologies and priorities
- Willingness to learn new tools, systems, and processes
- Ability to sit for extended periods and work at a desk or on a computer
- Ability to lift and carry equipment (up to 50 pounds)
- Some travel may be required for on-site support or troubleshooting
- Flexibility to work outside regular office hours if necessary (e.g., weekends, after-hours support)
Salary : $60,000 - $70,000
