IT Support Technician

We are looking for an IT Support Technician — someone who has moved beyond the basics and is ready to take on real ownership. You have already worked a help desk or desktop support role, you know your way around a Windows enterprise environment, and you are ready to dig deeper, work more independently, and grow into a senior contributor.

This is not a watch-and-shadow role. You will handle Tier 1 and Tier 2 issues, contribute to IT projects, support junior staff, and build skills across retail IT, Microsoft 365, and our order management platform.

This position operates on a hybrid schedule — a mix of on-site days at our Fort Lauderdale office and remote work. On-site presence is required for hands-on support, hardware deployments, and team collaboration days.

Responsibilities:

• Tier 1 & 2 Support: Own the full help desk queue — triaging, resolving, and escalating incidents across stores, distribution centers, and corporate users via phone, chat, and ticketing system.

• Troubleshooting & Root Cause: Diagnose hardware, software, network, and POS issues independently. Go beyond the quick fix — document root causes and recommend permanent solutions.

• User & Identity Management: Manage user accounts, groups, and permissions in Active Directory and Microsoft Entra ID with minimal supervision.

• Endpoint Management: Image, configure, and deploy laptops, desktops, and mobile devices. Support device lifecycle and Intune-managed endpoints.

• Order Management Support: Investigate and resolve order-related issues — payment exceptions, shipping delays, routing errors — coordinating with operations and vendor teams as needed.

• Knowledge & Documentation: Write and maintain runbooks, knowledge base articles, and SOPs that reduce repeat tickets and empower the broader team.

• Project Contribution: Participate in IT projects — rollouts, system upgrades, new store openings — taking ownership of assigned workstreams.

Minimum Requirements:

• 6 months to 1 year of hands-on IT support or desktop support experience in a professional environment
• Solid working knowledge of Windows 10/11 in an enterprise domain environment
• Practical experience with Active Directory — user/group management, GPO basics, password resets
• Working familiarity with Microsoft 365 — Exchange Online, Teams, SharePoint, and Intune
• Experience using an ITSM or help desk ticketing platform (ServiceNow, Jira, Freshservice, or similar)
• Ability to troubleshoot independently and know when to escalate
• Clear communicator — able to explain technical issues to non-technical users calmly and professionally
• Self-directed and organized — you manage your queue without being chased

Preferred Qualifications

• Associate's or bachelor's degree in IT, Computer Science, or a related field
• CompTIA A+, Network+, Microsoft certifications — or actively working toward one
• Experience with remote support tools (RDP, TeamViewer, or similar)
• Networking fundamentals — DNS, DHCP, VLANs, basic switch/router troubleshooting
• Retail IT experience — POS systems, store infrastructure, or distribution center support
• Exposure to Azure Virtual Desktop, VPN clients, or Entra ID conditional access
• Experience with order management or e-commerce support workflows

West Marine offers a wide range of benefits, which include medical/dental/vision, various voluntary benefits, 401k, and paid time off. To view eligibility and additional information on these benefits, along with starting pay ranges for select states, please visit our benefits page at www.embbenefits.com/wm-home/.

Join us at West Marine and help us provide the best boating experience for our customers!