IT Service Desk Support

• This is a 100% onsite role
• Serve as the primary point of contact for end-user support requests via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and connectivity issues in a timely manner
• Manage and maintain user accounts, permissions, and group policies within Active Directory
• Document all support activity accurately in the ticketing system, maintaining clear records for escalation and reporting
• Support basic network troubleshooting
• Escalate complex issues to senior IT staff or network engineers when appropriate
• Support onboarding and offboarding of employees including workstation setup and account provisioning
• Contribute to an internal knowledge base to improve team efficiency and reduce repeat ticket volume
• Collaborate across IT Teams
• Demonstrate ownership, follow-through, and accountability for assigned tickets and tasks
• Deliver consistent, professional service with a strong emphasis on user experience
• Participate in a rotating on-call schedule to provide after-hours support coverage

• 2-5 years of helpdesk or desktop support experience preferred; candidates with demonstrated hands-on ability and a strong work ethic are encouraged to apply regardless of experience level
• Working knowledge of Windows OS and Active Directory (user management, group policy, OU structure)
• Strong written and verbal communication skills with a customer-first mindset
• Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment
• Associate's or Bachelor's degree in Information Technology or a related field preferred, but not required
• Retail or multi-site support experience is a plus
• Travel to store locations as needed for onsite support, troubleshooting, and deployment activities (occasional travel required)

Preferred but Not Required

• IT certifications such as CompTIA A+ or equivalent
• Experience supporting users across distributed or remote locations
• Experience in call-center or customer service phone system
• Experience in using ticketing systems (ie ServiceNow, Zendesk, FreshService)
• Familiarity with Microsoft 365 administration