Tier 1 Help Desk Technician

Job title: Tier 1 Help Desk Technician

Classification: Exempt

Reports to: Director of Enterprise Technology

Location: Birmingham, AL

Job overview: Supports technology across retail locations, field personnel, and home office. Resolves user issues while proactively identifying opportunities to improve the overall technology stack to drive smooth, consistent operations.

Responsibilities and duties:

• Troubleshoot issues with POS systems, computer hardware, polling systems, and any other in-store and remote data collection technology.
• Answer help desk calls and emails as they arrive.
• Log, track, and manage incidents and service requests within Jira Service Desk (or similar ITSM platform).
• Resolve level 1 issues in real time; research, solve, and escalate level 2 and 3 tickets as needed.
• Clearly communicate on all open tickets through resolution and closure in Jira.
• Develop and use Jira reporting to spot trends in company support needs.
• Show a high level of ownership while completing projects that enhance store inventory and operating procedures
• Update and maintain networking infrastructure to align with organizational security standards
• Support the Technology team in sourcing, building, and implementing new technology to the field organization.
• Assist in executing IT corporate initiatives and see them through to completion.

Qualifications:

• Outstanding communication skills, including the ability to articulate complex topics to less technical users and emphasize standard operating procedures
• Planning and organizational skills.
• Ability to identify problems and resolve them.
• Capability to build working relationships with internal customers and external vendors.
• Ability to travel 1-2 times per month.
• Participate in a rotating on-call schedule to provide after-hours and weekend support as needed to ensure continuous business operations.
• High school diploma or equivalent
• Experience with Jira or similar IT service management platforms.
• Proactive, customer-centric mindset.
• Outstanding integrity and desire to solve problems.
• Prior Service Desk or technical support experience a plus

Education and Experience:

• High school diploma or equivalent
• Experience with Jira or similar IT service management platforms.
• Proactive, customer-centric mindset.
• Outstanding integrity and desire to solve problems.
• Prior Service Desk or technical support experience a plus