Desk Help Support - Tier 1

Express Oil Change & Tire Engineers • Birmingham, AL

18h • Onsite

About The Position

Your primary mission is to keep our retail stores up and running. In this entry-level IT role, you are the first line of technical support, treating our store teams as your most important customers. When a store experiences a technical issue, you are their dedicated partner in resolving it quickly and efficiently, ensuring they can get back to serving their own customers without missing a beat. Beyond providing empathetic and urgent technical support, you will help build our team's knowledge foundation. As you resolve everyday issues, you will help convert those solutions into clear, easy-to-read guides and Standard Operating Procedures (SOPs) that empower your peers and allow store teams to troubleshoot basic issues independently.

Requirements

• 0–2 years in an IT Help Desk or customer service environment.
• Customer-First Mindset: A strong passion for helping people and an understanding that internal store employees are your VIP customers.
• Foundational understanding of IT support principles.
• Familiarity with small networks, shared printers, thin clients, and basic hardware troubleshooting.
• Experience working with Linux systems.
• Ability to write clearly and translate technical jargon into simple, step-by-step guides for non-technical retail audiences.

Nice To Haves

• Experience supporting a retail environment is a massive plus.
• ITIL knowledge is a bonus.

Responsibilities

• Provide first line of technical support to retail stores.
• Resolve technical issues for store teams quickly and efficiently.
• Build the team's knowledge foundation by converting solutions into guides and SOPs.
• Empower peers and store teams to troubleshoot basic issues independently.
• Perform common daily support tasks including Access Management (password resets), Printer Support, Hardware & Point-of-Sale troubleshooting, Store Security & Communications support, and VoIP phone support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed