IT Field Technician

Vallarta Supermarkets•Santa Clarita, CA

3d•Onsite

About The Position

The IT Field Technician provides onsite technical support to Vallarta Supermarkets store locations, specializing in Point-of-Sale (POS) systems, computer hardware, and store technology infrastructure. This role requires a self-starter with strong technical troubleshooting skills, excellent customer service, and the ability to work in a fast-paced retail environment. Technicians perform hardware replacements, preventative maintenance, vendor coordination, PCI compliance inspections, and warranty exchanges. The position requires extensive travel within the assigned area, flexible work hours, and maintaining a small inventory of IT equipment and parts. The goal of this role is to deliver reliable, high-quality service that supports store operations and upholds Vallarta Supermarkets’ core values.

Requirements

1–3 years of IT support or field service experience.
Strong troubleshooting skills across hardware, software, and networking.
Basic understanding of POS systems, PBX/VOIP, and virtual server environments.
Ability to use network diagnostic tools and software.
Valid driver’s license and reliable personal vehicle.
Strong communication and customer service skills.
Ability to lift up to 60 lbs. and work on ladders or lifts when required.
Scale Certification (company-paid).
A+ Certification preferred.

Nice To Haves

Experience with Encor, Aloha, or similar POS systems.
Experience with Hobart scale calibration.
Familiarity with PCI compliance requirements.
Previous retail or grocery store experience.
Additional POS or networking certifications are a plus.

Responsibilities

Provide onsite service and customer support during field visits or dispatches.
Install, repair, and maintain store technology systems and equipment.
Troubleshoot POS systems (Encor & Aloha), networking issues, telephony (PBX/VOIP), virtual servers, scales, printers, workstations, and other store devices.
Diagnose technical problems and determine appropriate solutions.
Complete detailed service reports for all onsite work.
Perform hardware replacements for POS terminals, printers, pin pads, scanners, network devices, phones, scales, and other equipment.
Identify equipment under warranty and coordinate RMA processes with vendors.
Track warranty exchanges and install replacement hardware upon arrival.
Maintain accurate inventory of assigned equipment and replacement parts.
Perform scheduled preventive maintenance on store systems and equipment.
Conduct inspections after vendors complete preventative maintenance to ensure work meets company standards.
Document deficiencies and escalate issues to the Field Tech Lead as needed.
Perform PCI pinpad inspections, including serial verification, tamper checks, and compliance documentation.
Ensure all pinpads meet PCI security requirements and report any irregularities immediately.
Escalate issues requiring data line replacement, camera access requiring lifts, or specialized vendor support.
Coordinate with the Field Tech Lead and Helpdesk to ensure proper routing of issues.
Communicate clearly and professionally with store teams, vendors, and internal IT staff.
Document all work performed, including troubleshooting steps, findings, parts used, and resolution details.
Maintain accurate logs for mileage, expenses, and inventory.
Submit monthly mileage and expense reports for work-related travel and supplies.
Build positive relationships with store teams and provide clear, professional communication.
Understand customer needs and provide appropriate recommendations or briefings.
Represent the IT department with professionalism and courtesy at all times.
Drive personal vehicles to store locations as required.
Maintain safe and reliable transportation.
Provide valid driver’s license and proof of auto insurance.
Track mileage for all work-related travel and submit monthly for reimbursement.