IT Support Technician II

Job Details: Job Location: Corporate HQ - North Charleston, SC 29406, Position Type: Full Time, Position Summary

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 elevate major outages or security concerns to IT leadership.

Qualifications:

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.