Technology Support Specialist (Help Desk L1)

Role overview This entry-level Help Desk position serves as the first line of technical support for retail store and warehouse teams. The specialist triages incoming tickets, resolves Tier I issues within 24 hours, and keeps store technology running smoothly across point-of-sale, networking, and endpoint systems.

Responsibilities - Receive, screen, and route tickets in the help desk system, escalating Tier II and III items to senior queues while maintaining sub-25-minute response times in retail chat spaces. - Resolve Tier I issues spanning Shopify and Shopify POS, the proprietary store app, Zebra and laser printers, receipt printers, card readers, socket scanners, music players, retail analytics, in-store TV displays, iPadOS, macOS, and iOS. - Reset passwords, troubleshoot Layer 1 internet connectivity, and coordinate with ISPs and store managers during outages. - Onboard and offboard retail staff across roughly twenty SaaS systems, and remove app access from inactive accounts. - Pull alarm footage on request, monitor camera and security systems, resend gift cards, and extend marketing gift cards through Shopify admin. - Run weekly employee access audits, track ticket trends, and build self-service documentation to reduce recurring issues.

Requirements - At least 1 year of experience in technical support or a related role. - Working knowledge of retail operations and the technology that powers them. - Strong troubleshooting, problem-solving, and critical-thinking skills. - Excellent written and verbal communication with a customer-service orientation. - Proficiency with Google Workspace and the Microsoft Office Suite. - Ability to work independently and collaboratively in a fast-paced environment.

Nice to have - Hands-on experience with Shopify, mobile device management, and point-of-sale systems.