Technical Support Specialist (Technician I) - North Alabama

America's Thrift Stores•Huntsville, AL

1d•Hybrid

About The Position

This position is responsible for providing remote technical support across all ATS locations, including travel to assist on-site as needed. Key responsibilities include troubleshooting basic hardware, software, and network issues, as well as assisting with installing and maintaining IT equipment and infrastructure as needed. This role operates based on documented and prescribed solutions or processes and ensures that systems, devices, and networks remain operational and efficient throughout the organization with the goal of ensuring technical continuity across the organization. As a vital part of the Technology Team, this position works primarily from home, remotely supporting end users, and travels to various locations, including new store builds, to perform installations and repairs as needed. Travel is assigned based on proximity, urgency, and team availability. Employees based in the Birmingham, AL metro area are expected in the Irondale, AL office on Tuesdays and Thursdays, unless traveling to stores or other sites that week.

Requirements

Strong time management, organization, and customer service mindset; ability to work independently and as part of a team (required).
0-2 years in a people-facing role, providing any kind of service or support (required).
Valid driver’s license, clean driving record, and reliable transportation that meets the company vehicle allowance program (required).
Frequent local/regional travel (approx. 25-50%) (required).
Reliable high-speed internet connection and a quiet, secure, distraction-free workspace at home suitable for phone and remote support work (required).
Must pass a background check, motor vehicle check, and drug screen (required).

Nice To Haves

Hardware, software, and basic networking troubleshooting skills (preferred).
Working knowledge of Windows OS, Microsoft 365, and Android/iOS devices (preferred).
Basic understanding of LAN/WAN, IP, DNS, and DHCP (preferred).
Experience with remote support tools and helpdesk/ticketing systems (e.g., Zendesk) (preferred).
Associate/Bachelor’s degree in IT, Computer Science, or equivalent experience (preferred).
Certifications are not required to apply. CompTIA A+ or Network+ (or equivalent) are a plus. As part of this role, employees will work toward obtaining one or more relevant certifications within 6–12 months of employment, with company support. (preferred).

Responsibilities

Serve as the first point of contact via phone, email, and ticketing systems, providing remote and on-site support for hardware, software, network, and POS issues, escalating issues to higher-level team members as needed.
Install, configure, and maintain operating systems, software, patches, and IT equipment including PCs, servers, and peripherals.
Assist with basic Layer-1 troubleshooting of network connectivity and equipment, including hardware installation, network cabling issues, and end-user connection issues. Run network cabling and install equipment at existing stores, as well as at new store builds before they open.
Assist the team with documenting support activities and resolutions. Employees based in the Birmingham, AL metro area also assist with maintaining accurate inventory records and tracking IT equipment and deliveries.
Support ATS locations remotely and through on-site travel and deliver excellent customer service while adhering to company policies.
Other duties as assigned by management.