Store Systems Support Technician I

Job Description

THE DEPARTMENT:
The Information Technology Department is responsible for the establishment and maintenance of a secure technology
infrastructure to support the Product, People, Promotion, Place and Profit areas of Helzberg Diamonds. It accomplishes this through the design, development and deployment of automated systems to meet the information and process needs of each major line of business: human resources, merchandise, marketing, finance, stores, and E-Commerce. In addition to these lines of business applications, the IT organization is responsible for the collection and correlation of all company electronic information assets into an enterprise Data Warehouse which is used to support the overall analytical and reporting information needs of the business.

POSITION SUMMARY:
The Store Systems Support Technician is responsible for providing timely, effective technical and procedural support for store systems across the organization. This role troubleshoots and resolves basic to intermediate hardware, software, and network issues, while developing the ability to independently diagnose and solve problems. This position partners cross-functionally with internal departments, including Computer Operations, Real Estate, Marketing, Merchandising, Credit, Training, Sales Audit, and Customer Service-to resolve issues impacting store operations. The role also collaborates with external vendors and service providers to support system functionality, including payment processing, hardware maintenance, and network services.

PRINCIPAL ACCOUNTABILITIES:

• Respond to and resolve help desk tickets (calls, emails, and system requests) related to store systems, including POS, hardware, software, and network issues, ensuring timely and accurate support.
• Troubleshoot and resolve basic to intermediate technical issues, escalating more complex problems as needed while maintaining ownership through resolution.
• Monitor and support store data transmission processes, including polling and re-polling activities, to ensure data accuracy and system integrity.
• Diagnose, test, repair, and replace store system hardware to minimize downtime and maintain operational efficiency.
• Utilize technical tools and systems (e.g., remote access tools, SQL queries, network monitoring platforms) to investigate and resolve issues.
• Support testing and validation of system updates, enhancements, and new software releases to ensure stability prior to deployment.
• Collaborate with cross-functional teams and external vendors to resolve system issues and improve processes.
• Document issues, resolutions, and procedures to contribute to knowledge base resources and continuous improvement efforts.

SUPERVISORY RESPONSIBILITIES:
This position does not have any direct reports.


QUALIFICATIONS:

• Associate's degree in Information Technology, Business Administration, or a related field preferred, or equivalent work experience.
• 1-3 years of experience in retail systems support, help desk, or technical support environment preferred.
• Working knowledge of POS systems and retail operations preferred.
• Basic proficiency with Microsoft Office (Word, Excel) and exposure to technical tools such as SQL, command line interfaces, or remote support tools preferred.
• Strong problem-solving, analytical, and organizational skills with the ability to manage multiple priorities.
• Excellent communication and customer service skills, with the ability to support both technical and non-technical users.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Hybrid work schedule requiring consistent onsite presence (minimum three days per week) to support hands-on troubleshooting, equipment handling, and team collaboration.

COMPETENCIES:
Analytical Thinking, Customer Focus, Problem Solving, Accountability, Integrity, Communication Skills, Adaptability, Teamwork and Cooperation