Job Description

We are seeking a motivated and experienced Lead IT Helpdesk Technician to join our dynamic IT team. This role is critical in providing advanced technical support for our HQ and existing stores, while also supporting the deployment of new stores. The ideal candidate will have a strong background in IT support, with specific skills in POS hardware, Pin Pad terminals, IT hardware asset management, and network infrastructure. You will play a key role in resolving helpdesk tickets efficiently, escalating complex issues as needed to Tier 2 support, and ensuring the seamless operation of our IT infrastructure.

Responsibilities:

• · Act as a primary contact for all IT-related issues within existing stores, ensuring high levels of customer satisfaction.
• · Prioritize tasks efficiently to meet service level agreements and minimize downtime
• · Efficiently resolve Tier 1 helpdesk tickets and escalate to Tier 2 support when necessary, maintaining clear communication with all stakeholders.
• · Install, configure, and troubleshoot POS systems, ensuring minimal downtime and maximum efficiency. As needed acting as a backup
• · Deploy and troubleshoot Pin Pad terminals, ensuring secure and reliable transactions for customers.
• · Manage and track IT hardware assets throughout their lifecycle, including tracking and managing inventory, conducting audits, and optimizing asset utilization.
• · Assist in the configuration and ongoing support of our network infrastructure to ensure stable and secure operations.
• · Provide support for all hardware/software configurations within the organization, ensuring systems are optimized and secure.
• · Educate store associates and operations teams on technology usage and best practices
• · Document all troubleshooting procedures, solutions, and IT configurations to improve the helpdesk's efficiency and effectiveness.
• · Coordinate with 3rd party vendors for additional support and services as needed, ensuring timely and cost-effective resolutions.
• · Assist (as backup) in the IT setup and deployment for new store openings as needed, ensuring all systems are operational before launch.
• · Provide onsite IT support as needed, ensuring immediate resolution of critical issues to minimize operational disruptions.

Requirements:

• · Associate’s or Bachelor's degree in Information Technology, Computer Science, or related field (preferred) or relevant experience.
• · CompTIA A+/CompTIA Network+ certification (preferred) or relevant experience.
• · At least 2 years of experience in an IT helpdesk or technical support role, with a proven track record of resolving complex IT issues.
• · Strong knowledge of POS systems, network infrastructure, and various IT related hardware.
• · Experience with IT asset management and documentation practices.
• · Excellent troubleshooting and problem-solving skills.
• · Ability to work independently and as part of a team, with strong communication and coordination skills.
• · Familiarity with ITIL practices is preferred.
• · Willingness to travel to store locations as needed for deployment and support activities.