IT Support Technician II

Position Summary
The motivated and customer-focused IT Support Technician II plays a vital role in supporting the technical needs of our retail store locations by providing first-level support for hardware, software, and IT asset management, and performs advanced troubleshooting for complex issues through resolution. This role serves as the first point of contact for end users experiencing technical issues, ensuring business operations run smoothly and efficiently.

Key Responsibilities
• Serve as the escalation point for complex hardware, software, network, system, and retail technology issues that first-level support can't resolve.
• Troubleshoot advanced issues independently, identify root causes, and implement fixes that minimize disruption to our stores.
• Provide advanced support for retail technology and peripherals, including point-of-sale systems, payment devices, printers, scanners, and mobile devices.
• Diagnose network connectivity and access issues, escalating to vendors or technology partners when necessary.
• Manage escalated tickets through resolution, coordinating with vendors, service providers, and internal partners.
• Configure, deploy, maintain, and replace IT equipment and systems across store and corporate locations.
• Spot recurring issues and trends and recommend fixes or process improvements to reduce future support needs.
• Create and maintain technical documentation, troubleshooting procedures, knowledge-based articles, and SOPs.
• Support Technician I team members through troubleshooting and help build their technical skills.
• Support new store openings, system upgrades, equipment refreshes, and technology rollouts; test new hardware, software, and updates before broader deployment.
• Keep IT assets and configurations accurately documented and promptly escalate major outages or security concerns to IT leadership.

Qualifications
• 3+ years of IT support or help desk experience, including advanced troubleshooting.
• Strong hardware, Microsoft software, and networking troubleshooting skills.
• Experience owning escalated issues through resolution and working with outside vendors.
• Ability to explain technical issues clearly to non-technical store teams and to IT leadership.
• Availability for after-hours escalations and extra coverage during Q4 and other peak periods.
• Experience with retail point-of-sale systems (Celerant, Made4net, or similar) or a multi-location retail environment preferred.
• Security camera/NVR and Wi-Fi or firewall experience.
• Technical certifications such as CompTIA A+/Network+ or Microsoft.
• Experience writing SOPs or knowledge-based articles.

Work Environment & Schedule
• Ability to bend, twist, stoop, and stand for extended periods.
• Must be able to lift 35 lbs. with or without reasonable accommodation.
• Must be able to work a flexible schedule including evenings or weekends, as needed.
• Occasional travel may be required.