Retail IT Support Specialist

:

: Serve as the first point of contact for support issues concerning access, equipment, software, local and wide area network, document management, and data communications technologies for our retail division. Provide first and second-level support for retail operations through direct and indirect contact with retail business users, IT staff, and vendors.

Essential Functions

• Provide first-level contact resolution to customer IT issues and escalate unresolved problems as necessary.
• Provide ongoing hardware and software support for multiple technologies including (but not limit to): PCs and peripherals, printers/scanners, network hardware, communication infrastructure, phone systems (multi-line and PBX), productivity software (e.g. Office), Office 365, SaaS.
• Install, upgrade, and maintain retail-specific IT components and software.
• Assist in network administration tasks within the retail store, ensuring seamless connectivity and system functionality.
• Engage with vendors for software and hardware solutions, ensuring alignment with retail business requirements.
• Document problems and solutions; create and maintain knowledgebase (FAQ and technical); Inform management of potential problems and identify trends.
• Provide IT support to retail staff, addressing queries related to computer systems, software, and hardware issues.
• Train retail staff on IT best practices, ensuring they have the tools and knowledge to effectively utilize technological resources.
• Manage multiple priorities including tickets, projects, and other assigned tasks.
• Offer recommendations to Senior Leadership on process improvements and system enhancements specific to the retail environment.
• Keep current with technology trends and changes related to position.

ADDITIONAL RESPONSIBILITIES:

• Interact with hardware and software vendors to ensure efficient operation of systems.
• Assist the IT department with the evaluation and recommendation of hardware and software acquisitions for the company's systems.
• Perform other duties as assigned.

Qualifications

Competencies

• Oral and written communication skills

Excellent verbal and written communication skills with emphasis on user experience. Working command of the industry language and ability to translate that language to end users.

• Customer service orientation

Excellent customer service skills including phone etiquette, listening skills, empathy, sense of urgency, and enthusiasm.

• Problem analysis/solving

Proficient in analysis and problem solving. Ability to assess users' needs and quickly determine appropriate solutions

• Learning skills

Able to research solutions or information regarding technical issues.

• Adaptability

Able to learn and support new and quickly changing technologies.

• Team interaction

Able to interface with users/various groups to work collaboratively in a fast-paced environment.

• Planning and organizing

Able to handle several projects simultaneously, either individually or in a team setting; juggle numerous tasks and priorities while maintaining productive flow of work; set priorities: quickly zero in on the critical few and put the trivial aside.

• Confidentiality

Able to maintain confidentiality of information considered private and maintain integrity when accessing systems with elevated privileges

• Stress tolerance Schedule flexibility and excellent attendance record required.

Education and Experience

Required

• HS diploma and/or GED.

• Minimum of one-year customer service experience.

• Minimum of one-year experience diagnosing and resolving technical problems with software, hardware, and internet connectivity issues.

• Personal vehicle/reliable transportation.

• Ability to pass background check and drug screen.

Preferred

• Associates in related field, certificate from recognized technical school, or relevant experience.

• Two to three years of experience diagnosing and resolving technical problems with software, hardware, and internet connectivity issues.