Help Desk Specialist
About The Position
We’re building a brand-new internal Help Desk team to support our 1,800+ stores, and we’re looking for store-savvy problem solvers to join us on the front lines. 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 retail setting and loved troubleshooting tech or helping your team fix things fast, this could be your next step.
Requirements
- Experience working in a 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
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
