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Specialist, IT Support

Hollywood Feed was established in the 1950s, in Memphis, TN, as a pet supply store with friendly and knowledgeable service. More than half a century later, our love for pets is who we are today. Our associates are family and the face of each location. We care about each other, our pets, and our customers. Come and experience the passion and drive that makes Hollywood Feed what it is today.

Job Summary

The IT Support Specialist supports the day-to-day technology needs of Hollywood Feed by providing technical assistance, maintenance, and troubleshooting across all retail locations and the corporate office. Reporting to the Director of IT, this role serves as a key point of contact for associates, delivering clear, user-friendly solutions with a strong focus on customer service. The IT Support Specialist ensures consistent system functionality by following established department and company policies while supporting a wide range of technologies, including hardware, POS systems, remote access tools, and audio/visual solutions, helping maintain efficient and reliable operations companywide.

Key Responsibilities

Respond promptly to employee requests regarding technical issues.
Support the implementation, establishment, and enforcement of IT policies and procedures.
Assist in testing new POS features and equipment.
Maintain continuous documentation of processes and procedures.
Keep detailed inventory records for all hardware equipment and software licensing.
Participate in after-hours emergency coverage rotation for critical systems.
Contribute to the enhancement of training webinars, including specifications for hardware and software related to audio/visual setups.
Assist the training team with audio/visual setup for live class days and company-wide events.
Maintain accurate records of completed and pending tasks using the company's ticketing system.
Adhere to Team Feed policies and procedures, including incident and problem escalation protocols.
Exhibit strong interpersonal skills in a professional environment.
Deliver friendly and efficient service to Hollywood Feed employees as the first point of contact.
Utilize specialized help desk support software to remotely troubleshoot, diagnose, and resolve complex technical issues on end-user computers.
May be required to use a personal vehicle to transport hardware to and from store locations, including multi-day trips outside Memphis; mileage will be reimbursed per IRS guidelines.
May also be required to drive the company vehicle to transport equipment between stores.

Requirements & Qualifications

Desire to develop interpersonal and technical skills
Ability to follow directions
Team player
Reliable transportation
Willingness to travel to all Hollywood Feed locations
Own a dependable cell phone; available during store hours, including nights/weekends
Clean driving record; may drive company vehicle
Valid driver’s license and car insurance
Strong organizational and multitasking skills
Familiar with Smartsheet, Google Workspace, and Microsoft Office
Able to solve problems quickly under pressure
Experience with hardware/software installations or updates

Physical Requirements

Able to sit or stand at a desk and work on a computer for extended periods.

Physically able to perform the job functions for 8–10-hour workdays. including a rotational on-call schedule.
Employees may be required to lift items weighing up to 50 lbs. unassisted, along with bending, kneeling, twisting, reaching, and other physical movements essential to daily tasks.

Education & Experience

Bachelor’s degree in computer science or equivalent.

1-3 years of experience as an IT support specialist.

The description above outlines the overall purpose and responsibilities of the job, but it does not include every possible duty, expectation, or task. This should not be considered a complete list of all responsibilities.

Hollywood Feed is an Equal Opportunity Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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