IT Help Desk Support

Job description

IT Help Desk Support – Information Technology Team

• Provide first-level and second-level technical support to retail stores, distribution/service center, corporate office employees, and remote users.
• Diagnose, repair, and replace desktop, laptop, POS, printer, and peripheral hardware to minimize business downtime.
• Install, test, configure, and deploy new workstations, POS systems, printers, and software applications.
• Comfortable traveling to retail sites for new and renovated retail locations, including user training and system orientation.
• Support and troubleshoot Cegid POS applications, ensuring seamless retail operations.
• Manage software licenses, IT assets, and inventory records to maintain compliance and accurate tracking.
• Resolve email and mobile device issues across Microsoft Outlook, Microsoft 365, iOS, and IOS App Platforms.
• Troubleshoot network connectivity issues involving LAN/WAN, wireless networks, VPN connections, and retail store communications.
• Support remote workforce users through remote access tools, assisting with hardware, software, and system upgrades.
• Serve as a point of contact for IT service requests received via phone, email, ticketing systems, and Microsoft Teams.
• Administer Active Directory user accounts, password resets, security group management, and account maintenance.
• Perform basic network, system, and application troubleshooting to identify and resolve operational issues.
• Coordinate service requests and escalations with internal IT teams, External vendors, and third-party support providers.
• Execute workstation hardware refreshes and software upgrades to ensure system reliability, performance, and security compliance.
• Participate in rotating on-call support schedules, providing after-hours and weekend technical assistance for retail operations.
• Use of ServiceNow for documentation of incidents, resolutions, hardware inventory, and support procedures.
• Travel to retail locations may be required up to 15% of the time