Help Desk Support - Tier 1

Express Oil Change & Tire Engineers • Birmingham, AL

3d

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.
• Foundational understanding of IT support principles (ITIL knowledge is a bonus).
• 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 audiences.
• Willingness to be on-call once every 6 weeks, including evenings and weekends.

Nice To Haves

• Experience supporting a retail environment.
• ITIL knowledge.

Responsibilities

• Provide first-line technical support to retail stores.
• Resolve technical issues quickly and efficiently.
• Create clear, easy-to-read guides and Standard Operating Procedures (SOPs) for common issues.
• Perform access management, including email and Active Directory password resets.
• Troubleshoot printer issues, including toner/drum resets and network connectivity.
• Support hardware and Point-of-Sale systems, including Clover systems and Thin Clients.
• Provide basic camera support, verifying functionality and assisting with footage sharing.
• Offer VoIP phone support, including paging, hold functions, and ringing issues.

What This Job Offers

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