Help Desk Administrator

We are seeking a Helpdesk Administrator to provide first-level technical support for corporate and retail users. The ideal candidate will have experience troubleshooting hardware, software, Windows environments, Microsoft 365, and retail technology systems. This role is responsible for resolving technical issues, managing service requests, supporting end users, and ensuring timely issue resolution while delivering excellent customer service.

Primary Responsibilities

• Serve as the first point of contact for IT support requests from corporate and retail users.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, and business applications.
• Provide technical support for retail technologies, including Point of Sale (POS) systems, payment terminals, barcode scanners, receipt printers, and inventory management applications.
• Log, prioritize, track, and resolve incidents and service requests using the organization's ticketing system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication with end users.
• Manage user accounts, password resets, access permissions, and onboarding/offboarding activities.
• Install, configure, and maintain Windows operating systems, software applications, and hardware devices.
• Assist with software deployments, system upgrades, hardware refreshes, and technology rollouts.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Monitor ticket queues to ensure service level agreement (SLA) compliance.
• Provide remote support via phone, email, chat, and remote desktop tools.
• Collaborate with infrastructure, network, security, and application support teams to resolve technical issues.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2+ years of experience in Help Desk, Service Desk, Desktop Support, or Technical Support.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Knowledge of Active Directory, user account administration, and password management.
• Experience with IT service management and ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar.
• Strong troubleshooting skills across hardware, software, and basic networking issues.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.

Preferred Qualifications

• Experience supporting retail environments and store technology solutions.
• Knowledge of POS systems, payment processing devices, barcode scanners, receipt printers, and inventory management systems.
• Experience with Mobile Device Management (MDM) platforms.
• Familiarity with remote support tools and endpoint management solutions.
• ITIL Foundation certification or equivalent IT service management experience.
• Experience supporting enterprise environments across multiple locations.