Retail Help Desk Technician

The Retail Help Desk Technician provides frontline technical support to store teams, ensuring point-of-sale systems, devices, and retail applications operate smoothly. This role supports a high-volume, fast-paced retail environment and focuses on rapid issue resolution, clear communication, and minimal disruption to store operations., * Provide Level 1-2 technical support to retail store users via phone, chat, and ticketing systems

• Troubleshoot POS systems, payment devices, printers, handhelds, and store networks
• Support retail applications including POS, inventory, and workforce systems
• Resolve hardware and software issues for store devices (registers, tablets, scanners, peripherals)
• Escalate complex issues to Tier 2/3 teams while maintaining ownership and follow-through
• Document incidents, resolutions, and known issues in a ticketing system
• Support new store openings, store refreshes, and seasonal peak periods as needed
• Maintain strong customer service while working under time-sensitive SLAs, Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

• 1-3 years of IT support or Help Desk experience in a retail or high-volume environment
• Experience supporting POS systems and retail hardware
• Strong troubleshooting skills across Windows, peripherals, and basic networking
• Experience using ticketing systems and following SLA-driven workflows
• Strong communication and customer service skills, * Experience supporting multiple store locations
• Familiarity with retail systems such as POS, inventory, or workforce tools
• CompTIA A or similar certification

Core Competencies

• Ability to remain calm and effective during peak business hours
• Strong prioritization and multitasking skills
• Service-oriented mindset

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.