IT Support Specialist II

Tire Discounters, Inc.•Cincinnati, OH

3d•Hybrid

About The Position

The IT Support Technician II provides second-level technical support for Tire Discounters’ retail store locations and corporate operations, resolving escalated hardware, software, peripheral, and network-related issues that cannot be resolved through first-level support. The role supports the reliable operation of desktops, point-of-sale (POS) applications, payment devices, printers, networking equipment, and other business-critical technology. Working closely with the Help Desk, internal IT teams, store team members, and external vendors, this position troubleshoots and resolves technical issues, coordinates escalations, supports hardware deployment and replacement, and documents solutions to minimize downtime and maintain operational continuity. The role also supports adherence to established IT procedures, technology standards, and security practices.

Requirements

Working knowledge of Windows operating systems, Microsoft 365, desktop hardware, printers, scanners, payment devices, and related technology.
Basic knowledge of network connectivity concepts, including wired and wireless networks, VPN, DHCP, and DNS.
Strong technical troubleshooting and problem-solving skills, with the ability to identify root causes and determine appropriate resolutions or escalation.
Ability to effectively manage and prioritize multiple support tickets and technical issues in a fast-paced environment.
Ability to document technical issues, troubleshooting steps, and resolutions clearly and accurately.
Strong verbal and written communication skills, with the ability to communicate technical information to both technical and non-technical audiences.
Strong customer-service orientation and ability to provide timely, professional support to store and corporate team members.
Ability to work independently while collaborating effectively with Help Desk personnel, IT teams, vendors, and other business partners.
Associate’s or Bachelor’s degree in information technology, Computer Science, or a related field preferred; equivalent education and relevant experience will be considered.
Two to four years of IT support experience, including experience providing second-level or escalated technical support.
Experience supporting a multi-location or retail environment preferred.
Experience supporting Windows operating systems, Microsoft 365, desktop hardware, peripheral devices, and basic network connectivity.

Nice To Haves

Relevant IT certifications, such as CompTIA A+, Network+, Microsoft certifications, or ITIL Foundation, are a plus.

Responsibilities

Provide second-level technical support for retail store and office technology, including desktops, POS applications, payment devices, printers, scanners, and other peripheral equipment.
Troubleshoot, diagnose, and resolve escalated hardware, software, application, and connectivity issues that cannot be resolved through first-level Help Desk support.
Perform basic troubleshooting of store network connectivity, including switches, routers, wireless access points, VPN, DHCP, and DNS-related issues, escalating more complex issues as appropriate.
Support hardware installation, replacement, configuration, imaging, and deployment activities.
Partner with internal IT teams and external vendors to escalate, coordinate, and resolve complex technical issues.
Track incidents and service requests through the ticketing system, maintaining accurate and timely documentation of troubleshooting activities, resolutions, and follow-up.
Develop and maintain knowledge-base documentation for recurring technical issues and established solutions.
Communicate clearly and professionally with store managers, team members, and other stakeholders regarding issue status, resolution, and required follow-up.
Follow established IT policies, procedures, security standards, and technology practices.
Perform other related duties and special projects as assigned.