Job details
The Company Our client is a leading retail organization committed to delivering exceptional customer experiences through innovative solutions and superior service. With a nationwide presence, my client provides top-notch support to their network of retail locations. Due to their significant growth, this is a newly created role for a L1 Helpdesk Analyst looking to grow within their career. The Role As a Helpdesk Level 1 Support Technician, you will play a crucial role in providing technical assistance and support to our clients retail locations across the country. Your primary responsibilities will include troubleshooting and resolving issues related to point-of-sale systems, providing phone support to store personnel, and occasional travel to onsite locations for hands-on support. In this fast-paced role you will respond to and follow up on technical help tickets submitted in person, via phone and email, as well as providing IT support for Windows, Microsoft Office, and a variety of other applications.
- Provide first-level technical support and troubleshooting for point-of-sale (POS) systems, including hardware and software issues.
- Respond to and resolve incoming support requests via phone, email, or ticketing system in a timely and efficient manner.
- Assist store personnel with POS system configuration, setup, and training as needed.
- Collaborate with internal teams to escalate complex technical issues and ensure timely resolution.
- Document all support interactions and resolutions accurately in the ticketing system for future reference.
- Perform remote diagnostics and troubleshooting to resolve software and connectivity issues.
- Coordinate and schedule onsite visits to retail locations across the country for hands-on support and maintenance.
- Proactively identify trends in support requests and recommend solutions to improve system performance and reliability.
- Keep abreast of industry trends and advancements in POS technology to enhance support services.
- An exceptional opportunity to make a positive impact on the department and the company.
- A fast-paced, dynamic workplace.
- Ongoing professional development and mentoring by outstanding business leaders.
- A rare chance to grow your skill set and enjoy career progression.
- A company that promotes on merit, rewards excellence and champions work-life balance.
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