Our client, a leading national specialty retailer, is seeking Help Desk / Store Technology Support Specialists to provide critical holiday support for retail store operations. This is a high-volume, customer-focused technical support role that serves as the first point of contact for store associates experiencing hardware, software, and point-of-sale (POS) issues.
This position is ideal for experienced help desk professionals who thrive in a fast-paced environment, communicate effectively under pressure, and enjoy troubleshooting technical issues while delivering exceptional customer service.
Training & Schedule
• All shifts are available; 2nd and 3rd shift availability is highly preferred.
Candidates must be local to Columbus, OH or within driving distance to attend:
• Day one orientation, Required in-person training activities
• Otherwise remote
• Serve as the first point of contact for stores experiencing technology issues.
• Provide phone-based technical support for POS systems, hardware, software, mobile devices, peripherals, and store technology.
• Guide store associates through first-level troubleshooting procedures.
• Diagnose issues using structured troubleshooting techniques and determine root cause.
• Document incidents thoroughly, including troubleshooting performed, resolutions, and escalations.
• Escalate complex issues to Tier II support when appropriate.
• Respond professionally during both routine and emergency support situations.
• Monitor current outages, system updates, and technology communications to provide accurate guidance.
• Identify recurring issues and communicate trends to Store Technology Services analysts.
• Provide technical assistance to corporate associates through email and other communication channels.
• Continuously build knowledge of store technology, POS systems, hardware, and operational procedures.
Qualifications
• Minimum 3 years of Help Desk, Technical Support, or IT Support experience
• Previous experience supporting users in a high-volume call center or service desk environment
• Strong troubleshooting and problem-solving abilities
• Excellent verbal and written communication skills
• Outstanding customer service and interpersonal skills
• Experience supporting Windows operating systems and Microsoft Office applications
• Basic understanding of networking concepts and hardware configurations
• Experience with remote support tools
• Knowledge of POS hardware and software preferred
• Experience supporting Apple iOS devices, tablets, and mobile hardware preferred
• Technical degree, trade school certification, or equivalent professional experience
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Pay: $20.00 - $22.00 per hour
Work Location: Remote