Description:
Essential Duties and Responsibilities:
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Provide Tier 1 and Tier 2 technical support for hardware, software, network, and systems issues across business locations.
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Serve as a senior escalation point for troubleshooting complex desktop, peripheral, connectivity, and application issues.
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Install, configure, maintain, and support Windows and Mac workstations, laptops, mobile devices, printers, and other endpoint technology.
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Support core business systems, including point-of-sale platforms, user productivity tools, collaboration platforms, and location-based operational technology.
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Administer user accounts, password resets, access permissions, and onboarding/offboarding activities in accordance with company policies and security standards.
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Assist in the maintenance and support of network-connected systems, including switches, wireless access points, printers, scanners, and related infrastructure.
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Support virtualization environments, shared systems, and line-of-business platforms by performing routine maintenance, troubleshooting, and issue escalation as needed.
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Participate in IT projects such as hardware refreshes, software rollouts, infrastructure upgrades, and new technology implementations.
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Maintain accurate records of IT assets, inventory, software licensing, configurations, and support activity.
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Help develop and document IT procedures, troubleshooting steps, and best practices to improve consistency and operational efficiency.
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Promote cybersecurity awareness by following and reinforcing secure IT practices, including endpoint protection, password hygiene, access control, and phishing awareness.
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Collaborate with leadership, vendors, and internal teams to ensure technology issues are resolved in a timely and effective manner.
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Provide guidance and knowledge-sharing to junior IT staff or less experienced team members when appropriate.
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Perform other duties outside the immediate functional area when requested by Executive Leadership or the direct supervisor in support of business operations.
Requirements:
Education and/or Work Experience Requirements:
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Associate degree or higher in Information Technology, Computer Science, or a related field preferred; equivalent professional experience will be considered.
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5+ years of progressive IT support or systems support experience, preferably in a multi-site or operational business environment.
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Strong working knowledge of Windows and macOS environments, common business applications, and Google Workspace.
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Experience supporting point-of-sale systems; familiarity with Catapult or similar retail technology platforms strongly preferred.
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Solid understanding of networking fundamentals, including TCP/IP, device connectivity, DHCP, DNS, switching, wireless connectivity, and structured troubleshooting.
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Working knowledge of cybersecurity best practices, including endpoint security, access management, secure authentication, and phishing prevention.
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Experience supporting virtual machines and basic systems administration tasks.
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CompTIA A+, Network+, Security+, or similar certifications preferred.
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Strong troubleshooting, organizational, documentation, and time-management skills.
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Ability to prioritize competing demands, work independently, and communicate effectively with both technical and non-technical users.
Preferred Attributes
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Demonstrates professionalism, accountability, and strong customer service skills.
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Comfortable operating in a fast-paced environment with multiple locations and varied technologies.
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Able to take ownership of issues through resolution and proactively identify opportunities for improvement.
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Willing to contribute beyond day-to-day support and assist with broader IT operational goals.
Physical Requirements:
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Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
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Ability to maintain regular and punctual attendance
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Must be able to lift and carry up to 50 lbs.
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Must be able to talk, listen, and speak clearly
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Work Location: In person
