IT Support Specialist II

Tire Discounters, the nation's largest family-owned and operated tire business, was founded almost 50 years ago. We are dedicated to providing exceptional automotive service with a focus on transparency and care to our nearly 2,300 team members, we offer diverse career paths, industry-leading training, and a commitment to our core values. As a family-owned tire and automotive service retailer, our mission is to prioritize people and safety above all else. We are dedicated to delivering a "WOW" experience to our customers and team members, with a commitment to always do the right thing and challenge the status quo. As the country’s largest family-owned and operated automotive service provider, we've separated ourselves by treating customers and their cars with care and respect while focusing on transparency in pricing and providing the highest level of service. Now, with new products and services needed to maintain modern vehicles, Tire Discounters and its many other brands like Chip's Auto Glass and Butler Tires and Wheels are growing and expanding like wildfire. Over 2000 strong, our team members are the best in the business and are actual employers of choice. We separate ourselves by providing a variety of career paths, industry-leading training and development programs, clear advancement tracks, comprehensive benefit plans, and more! General Description The IT Support Technician II provides second-level technical support for Tire Discounters' retail store locations and corporate operations, resolving escalated hardware, software, peripheral, and network-related issues that cannot be resolved through first-level support. The role supports the reliable operation of desktops, point-of-sale (POS) applications, payment devices, printers, networking equipment, and other business-critical technology. Working closely with the Help Desk, internal IT teams, store team members, and external vendors, this position troubleshoots and resolves technical issues, coordinates escalations, supports hardware deployment and replacement, and documents solutions to minimize downtime and maintain operational continuity. The role also supports adherence to established IT procedures, technology standards, and security practices. Essential Functions Provide second-level technical support for retail store and office technology, including desktops, POS applications, payment devices, printers, scanners, and other peripheral equipment. Troubleshoot, diagnose, and resolve escalated hardware, software, application, and connectivity issues that cannot be resolved through first-level Help Desk support. Perform basic troubleshooting of store network connectivity, including switches, routers, wireless access points, VPN, DHCP, and DNS-related issues, escalating more complex issues as appropriate. Support hardware installation, replacement, configuration, imaging, and deployment activities. Partner with internal IT teams and external vendors to escalate, coordinate, and resolve complex technical issues. Track incidents and service requests through the ticketing system, maintaining accurate and timely documentation of troubleshooting activities, resolutions, and follow-up. Develop and maintain knowledge-base documentation for recurring technical issues and established solutions. Communicate clearly and professionally with store managers, team members, and other stakeholders regarding issue status, resolution, and required follow-up. Follow established IT policies, procedures, security standards, and technology practices. Perform other related duties and special projects as assigned. Knowledge, Skills And Abilities Working knowledge of Windows operating systems, Microsoft 365, desktop hardware, printers, scanners, payment devices, and related technology. Basic knowledge of network connectivity concepts, including wired and wireless networks, VPN, DHCP, and DNS. Strong technical troubleshooting and problem-solving skills, with the ability to identify root causes and determine appropriate resolutions or escalation. Ability to effectively manage and prioritize multiple support tickets and technical issues in a fast-paced environment. Ability to document technical issues, troubleshooting steps, and resolutions clearly and accurately. Strong verbal and written communication skills, with the ability to communicate technical information to both technical and non-technical audiences. Strong customer-service orientation and ability to provide timely, professional support to store and corporate team members. Ability to work independently while collaborating effectively with Help Desk personnel, IT teams, vendors, and other business partners. Education And Work Experience Associate’s or Bachelor’s degree in information technology, Computer Science, or a related field preferred; equivalent education and relevant experience will be considered. Two to four years of IT support experience, including experience providing second-level or escalated technical support. Experience supporting a multi-location or retail environment preferred. Experience supporting Windows operating systems, Microsoft 365, desktop hardware, peripheral devices, and basic network connectivity. Relevant IT certifications, such as CompTIA A+, Network+, Microsoft certifications, or ITIL Foundation, are a plus. Physical Demands Duties involve regular use of computers, telephones, printers, and other standard office and IT equipment, including extended periods of sitting and working at a computer. Periods of standing and walking are required while installing, troubleshooting, or servicing equipment. Work may require bending, reaching, and using hands and fingers to install, configure, or troubleshoot computer and peripheral equipment. Occasionally lift, carry, move, or position equipment weighing up to 25 pounds. Regular verbal communication and listening are required when providing technical support to store and corporate team members. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled #J-18808-Ljbffr Tire Discounters, Inc.