Tier 1 Help Desk

TEKsystems•Westerville, OH

2d•$23 - $25•Remote

About The Position

Our client is hiring 3 IT support specialists for 9 weeks (no extension) to help with the holiday uptick. These consultants will provide Tier 1 technical support for their digital selling operations across retail stores. The role focuses exclusively on supporting Android-based mobile devices and applications used by store associates to drive digital sales. This includes troubleshooting connectivity, configuration, application performance, and device functionality issues to ensure seamless in-store digital experiences.

Requirements

customer service oriented
technical support
POS
Troubleshooting
Ticketing system

Nice To Haves

Prior experience supporting retail store technology or handheld device environments.
Familiarity with POS systems, Wi-Fi troubleshooting, and Android app management.
Knowledge of ServiceNow or other ITSM tools.
Strong collaboration and teamwork in a distributed support team.

Responsibilities

Serve as the first point of contact for store associates experiencing issues with digital selling Android devices and related applications.
Troubleshoot and resolve issues related to device performance, app crashes, syncing, and network connectivity.
Support configuration, updates, and troubleshooting of Android OS and digital selling software.
Document incidents, resolutions, and patterns using the internal ticketing system (ServiceNow or similar).
Escalate complex issues to Level 2/3 or engineering teams when needed, ensuring clear documentation of steps taken.
Coordinate with internal teams to ensure device deployments, replacements, and configurations are accurate and timely.
Maintain high levels of communication and professionalism when interacting with store employees and internal partners.
Contribute to a knowledge base of recurring issues and solutions to improve first-call resolution rates.