Help Desk Specialist - Stores

TEKsystems•Philadelphia, PA

2d•$20 - $23•Remote

About The Position

We are seeking customer-focused and tech-savvy Help Desk Technicians to provide remote support to retail store locations across a large, multi-site organization. In this role, you will serve as the first point of contact for store associates experiencing technical issues and help resolve problems quickly to minimize business disruption. This is an excellent opportunity for individuals with retail operations experience, customer service backgrounds, or entry-level IT support experience looking to grow their technology careers.

Requirements

Experience working in a fast-paced retail, customer service, call center, or technical support environment.
Strong troubleshooting and problem-solving abilities.
Familiarity with Windows-based systems, point-of-sale technology, printers, scanners, and basic networking concepts.
Excellent verbal and written communication skills.
Customer-focused mindset with patience and professionalism.
Ability to follow established processes while identifying opportunities for improvement.
Comfortable managing multiple calls, tickets, and priorities simultaneously.
Bilingual in English and Spanish (required).
High school diploma or equivalent.

Nice To Haves

Previous Help Desk, Service Desk, Technical Support, or IT Support experience.
Experience working with ticketing systems such as ServiceNow or similar platforms.
CompTIA A+, Network+, or other technical certifications.
Experience training, mentoring, or assisting coworkers in a professional environment.

Responsibilities

Respond to inbound support requests via phone, email, and web-based ticket submissions.
Create, update, and manage support tickets in the organization's ticketing system.
Troubleshoot hardware and software issues involving point-of-sale systems, printers, scanners, payment devices, Windows workstations, and related technology.
Guide end users through troubleshooting steps and basic fixes.
Escalate complex technical issues to appropriate support teams when necessary.
Follow established procedures, troubleshooting guides, and knowledge base articles to ensure consistent service delivery.
Maintain accurate documentation of troubleshooting steps and resolutions.
Monitor and follow up on open incidents to ensure timely resolution.
Identify recurring issues and communicate trends to leadership.
Stay informed on technology updates, system enhancements, and operational changes.
Assist with knowledge base maintenance and process documentation improvements.
Support special projects, system deployments, and new location openings as assigned.