Job Description

Role Overview

We are seeking a skilled and proactive IT Technician to support and maintain technology across our corporate office and multi-location retail stores.

This role combines hands-on technical support (Help Desk Level 1–2) with exposure to networking, SD-WAN environments, POS systems, and infrastructure deployments. The technician will play a key role in ensuring stable day-to-day operations while also supporting system upgrades, migrations, and store technology rollouts.

The ideal candidate is hands-on, solution-oriented, and comfortable working both in-office and in the field, supporting a fast-paced retail environment.

Key Responsibilities

Installation & Setup

• Install and configure computers, printers, scanners, TVs, and other hardware devices.
• Set up and maintain network-connected devices, including Access Points and switches.
• Configure network printers and IP telephony devices.
• Assist with setup and support of POS systems (including NCR Encor or similar retail platforms).
• Perform basic setup and configuration of Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).

Maintenance & Troubleshooting

• Monitor, maintain, and troubleshoot IT systems both remotely and on-site.
• Resolve technical issues across:
  • Hardware and endpoints
  • Software and user applications
  • Networking equipment
  • Microsoft 365 services
  • POS and retail systems
• Support connectivity issues related to LAN/WAN and assist with SD-WAN troubleshooting when needed.
• Ensure optimal performance and uptime of store technology systems.

Support & Ticket Management

• Manage IT support tickets through the helpdesk system (Level 1 / Level 2 support).
• Provide remote and in-person technical support at store locations.
• Document resolutions and track recurring issues for continuous improvement.
• Assist users with Microsoft 365 tasks:
  • Password resets
  • Email setup
  • Teams usage
  • OneDrive file sharing
  • SharePoint collaboration

Networking & Infrastructure Support

• Assist with basic configuration and troubleshooting of:
  • Switches
  • Access Points
  • VLAN environments
• Support SD-WAN connectivity validation and issue escalation.
• Assist with network migrations, upgrades, and store connectivity deployments.
• Help maintain network documentation and device inventory.

Project & Field Support

• Support new store openings, relocations, and infrastructure deployments.
• Assist with hardware refreshes and system migrations.
• Coordinate with vendors and service providers when required.
• Ensure all store technology is fully operational and aligned with company standards.

Collaboration & Communication

• Work closely with IT, operations, and store teams.
• Communicate clearly with non-technical users.
• Provide basic training and guidance to store employees on systems and tools.

Compensation & Work Expectations

• This is a full-time, salaried position based on experience and qualifications.
• The role requires both office-based work and hands-on field support at store locations.
• Travel to retail stores is a regular part of the role.
• Must be comfortable working onsite during:
  • Store openings
  • Infrastructure deployments
  • Technical troubleshooting scenarios
• Occasional evening or after-hours work may be required for:
  • Network upgrades
  • System migrations
  • POS deployments
  • Maintenance activities outside business hours
• Flexibility and reliability are essential to support a multi-location retail operation.

Required Qualifications

• 1–3 years of experience in IT support or a related field.
• Experience installing and maintaining:
  • Computers and peripherals
  • Network devices
  • Retail or POS systems (preferred exposure)
• Basic knowledge of:
  • Networking (switches, routers, Access Points)
  • TCP/IP fundamentals
• Experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks independently.
• Willingness and ability to travel to store locations.
• Strong communication and customer service skills.
• Bilingual (English & Spanish) preferred — ability to support store staff in both languages is highly valued.

Preferred Qualifications

• Experience with retail environments or multi-location operations.
• Familiarity with POS systems such as NCR Encor or similar.
• Exposure to SD-WAN environments.
• Experience with helpdesk ticketing systems.
• Basic understanding of VLANs and network segmentation.
• Certifications such as:
  • CompTIA A+ or Network+
  • Microsoft 365 Fundamentals

Work Environment

• Primarily office-based with frequent travel to retail locations.
• Hands-on work in active store environments.
• Fast-paced, operations-driven setting.
• Occasional off-hours work depending on project needs.

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