9907 - IT Support Technician

Bestway Rental, Inc.•Richardson, TX

22d•Onsite

About The Position

The Tier 1 IT Support Technician is the first point of contact for technical assistance across the organization. This role provides essential support to both the Home Office, store locations, and remote workers, ensuring smooth and reliable operation of systems (software and hardware), network administration, point-of-sale (POS) systems, and communication tools. The ideal candidate is customer-focused, well-organized, and able to troubleshoot a wide range of hardware and software issues in a fast-paced RTO environment.

Requirements

1–2 years of IT support or help desk experience, preferably in a retail environment.
Basic understanding of: Windows operating systems
Basic understanding of: Microsoft 365 suite
Basic understanding of: LAN/WAN concepts
Basic understanding of: VoIP phone systems
Basic understanding of: POS hardware/software (Any POS)
Strong customer service and communication skills.
Ability to multitask and prioritize effectively.
The willingness to learn new technologies and processes.

Nice To Haves

Experience supporting multi-location retail operations.
Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, RDP).
Knowledge of ticketing systems (Spiceworks, Zendesk, ServiceNow, Freshservice, etc.).
CompTIA A+ or equivalent certification.
POS hardware/software (RTO - POS)

Responsibilities

Serve as the primary contact for Tier 1 support requests via phone, email, and ticketing system.
Troubleshoot and resolve basic issues related to: Servers, workstations, laptops, and peripherals
Troubleshoot and resolve basic issues related to: Microsoft 365 applications (Outlook, Excel, Word, Teams, etc.)
Troubleshoot and resolve basic issues related to: User accounts, login issues, and password resets
Troubleshoot and resolve basic issues related to: Printers, scanners, and other office/store equipment
Working knowledge of Active Directory, DNS, and DHCP
Provide first-level support for network connectivity issues (wired/wireless/cellar) at stores and the home office.
Assist in diagnosing internet outages, VPN issues, and basic switches, routers, modems, and problems.
Escalate advanced network or systems issues to Tier 2 or senior team members as needed.
Troubleshoot POS hardware and software issues, including: Terminal connectivity
Troubleshoot POS hardware and software issues, including: PCs, servers, printers, barcode scanners, credit card terminals
Troubleshoot POS hardware and software issues, including: Application errors and transaction support
Work with store teams to perform basic resets, updates, or configuration checks.
Provide first-level support for phone systems outages or malfunctions.
Troubleshoot VoIP phones and softphone applications for store and office users.
Assist with voicemail, call-flow, and extension configuration issues as directed.
Install, configure, and maintain approved applications, especially Microsoft 365 products.
Perform software updates and assist with patching activities.
Document procedures and maintain accurate technical notes.
Log all support incidents in the ticketing system with accurate details and follow-through.
Escalate unresolved issues according to defined procedures.
Maintain technical documentation, FAQs, and user guides to improve support efficiency.
Assist with onboarding/offboarding tasks such as device setup and account provisioning.