IT Support Specialist

Job Title: IT Support Specialist

POSITION SCOPE:

The IT Support Specialist will be responsible for providing timely and effective technical assistance to all employees, both in-store and in the corporate offices. You will troubleshoot and resolve hardware, software, network, and system issues, ensuring minimal disruption to business operations. The ideal candidate will be a proactive problem-solver with excellent communication skills, capable of supporting diverse technical needs in a fast-paced retail environment.

ESSENTIAL DUTIES:

Help Desk Support:

• Provide first-line IT support to employees, addressing hardware, software, and
• network issues via phone, email, and remote tools.
• Respond to, track, and resolve tickets through the IT support system, ensuring
• issues are prioritized and resolved in a timely manner.
• Provide remote troubleshooting and support for retail staff in multiple locations,
• as well as corporate team members.
• Ensure proper documentation and resolution steps are recorded for future
• reference.
• Escalate complex or critical issues to senior staff or external vendors as needed.
  
  

Hardware & Software Support:

• Install, configure, and maintain employee workstations, including desktops,
• laptops, printers, mobile devices, tablets, and peripherals.
• Ensure all POS (point-of-sale) systems in retail locations are properly functioning
• and properly maintained.
• Assist with software installations, updates, and troubleshooting, including both
• standard and custom applications used across the business.
• Support both Mac and Windows-based environments, as well as any cloud-based
• platforms.
• Assist with system upgrades, deployments, and technology rollouts.
  
  

Cybersecurity & Compliance

• Support the implementation, monitoring, and enforcement of IT security policies, procedures, and best practices.
• Assist with endpoint protection, patch management, multi-factor authentication,
• and access control administration.
• Provision and deprovision user accounts in accordance with security standards
• and least-privilege principles.
• Support vulnerability remediation efforts and security updates across devices and systems.
• Promote security awareness by reinforcing best practices with end users and
• identifying potential risks.
• Ensure the security, integrity, and confidentiality of company data across all
• systems.
  
  

Employee Lifecycle Support

• Support employee onboarding by preparing equipment, provisioning accounts,
• configuring access, and ensuring new hires have necessary tools on day one.
• Coordinate with HR to execute offboarding procedures, including account
• deactivation, access removal, secure data wiping, and system reimaging.
• Ensure compliance with security and data protection standards during employee
• transitions.
• Provide user training and guidance on common IT systems, software, and
• applications.
• Maintain and update user guides and FAQs for common issues or questions.
  
  

System Maintenance & Monitoring:

• Assist with regular IT system maintenance, including patching, updates, and
• backups.
• Monitor network and system performance, identifying and escalating issues to
• senior staff as needed.
• Ensure the security and integrity of data across all systems by adhering to IT
• policies and best practices.
• Work closely with management to escalate critical issues and identify areas for
• process improvement.
• Communicate effectively with both technical and non-technical staff to ensure efficient resolution of issues.
• Contribute to ongoing IT projects, assisting with deployments and rollouts as necessary.
  
  

PREREQUISITE KNOWLEDGE, SKILLS & EXPERIENCE

• Education & Experience: Associate’s degree or equivalent in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in an IT support or help desk role, ideally in a retail or corporate setting.
• Experience with supporting both hardware and software in a mixed (Windows/Mac) environment.
• Familiarity with retail systems, including POS systems, is a plus.

• Technical Skills:
• Strong knowledge of IT troubleshooting and problem-solving techniques.
• Proficiency with Windows and macOS operating systems.
• Experience with common business software, including Microsoft Office
• 365 and Google Workspace.
• Familiarity with networking concepts (Wi-Fi, VPNs, DNS, DHCP, etc.) and basic network troubleshooting.
• Experience with remote desktop tools and ticketing systems (e.g., Jira, ServiceNow) is desirable.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
• Strong customer service orientation and a patient, solution-focused attitude.
• Ability to work independently and manage multiple priorities in a fastpaced environment.
• High attention to detail and problem-solving abilities.
• Ability to take initiative, follow through on tasks, and manage projects from start to finish.

Salary $120,000