Help Desk Specialist - Stores

TEKsystems•Philadelphia, PA

1d•$20 - $23•Remote

About The Position

We’re building a brand-new internal Help Desk team to support our 1,800+ Five Below stores, and we’re looking for store-savvy problem solvers to join us on the front lines. This is a temporary remote position staffed through a third-party staffing firm; individuals in this role are not employees of Five Below. Resources will be assigned one fixed schedule and will not rotate between the two schedule options. Flexibility may occasionally be required to accommodate planned time off or unexpected absences due to illness. As a Help Desk Technician, you’ll be the first voice our store teams hear when something goes wrong; whether it’s a register issue, a printer jam, or a system that’s acting up. Your mission is to help them get back up and running as quickly as possible, with a smile. If you’ve worked in a Five Below store and loved troubleshooting tech or helping your team fix things fast, this could be your next step.

Requirements

Experience working in a Five Below store or other fast-paced retail environment
Comfort with technology; especially registers, Windows-based systems, printers, and basic networks
Patience, empathy, and a customer-first attitude; we’re here to help
Willingness to learn, follow structured processes, and suggest improvements
Clear communication skills; written and verbal
Ability to work in a call center environment, handling multiple calls and tickets per shift
Bilingual in English and Spanish required
High school diploma or equivalent required

Nice To Haves

technical certifications (A+, Network+, etc.) a plus
Previous experience using a ticketing system like ServiceNow
Prior involvement in training new hires or helping others on the job

Responsibilities

Answer inbound support calls (as well as email and web services submissions) from store associates and create & update tickets for each issue
Troubleshoot common hardware and software issues (registers, printers, pin pads, scanners, etc.)
Walk store employees through basic fixes and escalate complex issues when needed
Follow documented SOPs, known issues, and how-to guides to deliver consistent support
Keep clear, accurate records in our ticketing system (ServiceNow)
Track open tickets, follow up on unresolved issues, and close out work once complete
Flag recurring issues or trends to your Supervisor so we can solve problems permanently
Stay up to date on system changes and product updates
Contribute to improving our internal knowledge articles and team documentation
Support special projects as we grow; new systems, new store openings, and more