IT Technician (Level 2) – Retail Support & Ticketing

AKIRA • Chicago, IL

4d • Onsite

About The Position

AKIRA is seeking an experienced Level 2 IT Technician to fully own day-to-day IT support and
execute technical projects across our retail and corporate environments. This role is responsible
for handling all incoming IT tickets end-to-end, resolving issues independently, and
supporting ongoing IT initiatives.
This is not an entry-level or escalation-only role. The ideal candidate is comfortable being the
primary technical resource, can troubleshoot independently, and knows when to involve the IT
Manager for advanced or strategic decisions.

Requirements

• 3+ years of hands-on IT support experience (retail or multi-location strongly preferred).
• Proven experience owning a ticket queue and managing daily IT workload independently.
• Strong troubleshooting skills across hardware, software, and networking.
• Experience working with ticketing systems (Freshservice preferred).
• Ability to communicate clearly with non-technical users.
• Strong organizational and documentation skills.
• Willingness to work on-site and provide occasional after-hours support.

Nice To Haves

• Experience supporting Shopify POS environments.
• Hands-on experience with Meraki networking equipment.
• Experience supporting Apple devices (iPads, macOS, iOS).
• Familiarity with retail store infrastructure and deployments.
• Relevant certifications (Network+, Security+, or similar).

Responsibilities

• Serve as the sole owner of the IT ticket queue in Freshservice.
• Triage, prioritize, troubleshoot, and resolve all incoming tickets from retail stores and corporate users.
• Support and troubleshoot: ○ Shopify POS systems and payment peripherals ○ Network connectivity (Meraki firewalls, switches, access points) ○ iPads, tablets, scanners, and store devices ○ Receipt, label, and Zebra printers ○ Security towers and retail peripherals ○ User accounts, access issues, and application support
• Resolve the majority of issues independently; escalate only high-impact or advanced cases to the IT Manager with full documentation.
• Identify trends in tickets and recommend permanent fixes.
• Provide direct support to store teams to minimize downtime and disruption.
• Travel to stores as needed for: ○ New store openings, remodels, and relocations ○ Hardware installs, replacements, and troubleshooting ○ Network and ISP-related issues
• Maintain accurate hardware inventories and track device lifecycle.
• Perform intermediate system administration tasks including: ○ User provisioning, permissions, and access management ○ Device setup, configuration, and standardization ○ Network device monitoring and troubleshooting
• Assist with patching, updates, and preventative maintenance.
• Coordinate with vendors and service providers as needed.
• Execute IT projects assigned by the IT Manager, including: ○ Hardware rollouts and refreshes ○ Store technology deployments ○ Process and documentation improvements
• Own assigned project work with minimal supervision.
• Create and maintain technical documentation and SOPs.
• Proactively suggest improvements to reduce ticket volume and improve reliability.

Benefits

• AKIRA offers competitive benefits for full-time employees, including Medical, Dental, Vision, Pet Insurance, Life, LTD, FSA/HSA/Dependent Care FSA, Flex Transit (CTA), 401(k), and a generous employee discount.
• We're committed to internal growth, providing meaningful development and career advancement opportunities.

What This Job Offers

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