IT Support Specialist

Costello's Ace Hardware is seeking two Field IT Specialists - Infrastructure & Store Technology to support our growing network of retail locations. This is a hands-on technical position that combines onsite support, remote troubleshooting, infrastructure projects, and new technology deployments.

Our IT Specialists are trusted to diagnose problems, make sound technical decisions, and keep our stores operating with minimal supervision. Every day is different-you may spend the morning troubleshooting a network outage, the afternoon replacing POS equipment, and the evening preparing technology for a new store opening.

This position requires approximately 50-70% travel throughout your assigned territory. Mileage reimbursement will be provided.

This is NOT a Call Center Position

This position is ideal for someone who enjoys figuring things out.

You won't spend your day reading from a script or escalating every issue to someone else. Our technicians are expected to investigate problems, think critically, make informed decisions, and take ownership until the issue is resolved.

If you enjoy solving technical puzzles, working directly with customers, and seeing the impact of your work every day, you'll fit in well with our team.

Primary Responsibilities

· Provide onsite and remote IT support for retail store operations.

· Install, configure, and maintain Windows computers and laptops.

· Support and troubleshoot Microsoft Windows, Microsoft 365, Active Directory, and Microsoft Entra ID.

· Diagnose and resolve networking issues involving DNS, DHCP, TCP/IP, VPN connectivity, switching, routing fundamentals, internet connectivity, and Wi-Fi.

· Install, configure, and support Epicor Eagle POS hardware, receipt printers, barcode scanners, Zebra handheld devices, payment terminals, cash drawers, label printers, and office printers.

· Configure and troubleshoot UniFi and Aruba wireless equipment.

· Assist with SonicWall firewall troubleshooting and basic network infrastructure.

· Deploy new computers and replace aging hardware.

· Assist with store remodels, technology refreshes, and new store openings.

· Coordinate with vendors when necessary.

· Maintain accurate documentation of work performed.

· Participate in occasional after-hours maintenance and emergency support.

· 3+ years of hands-on IT support experience.

· Strong troubleshooting and analytical skills.

· Ability to work independently with minimal supervision.

· Excellent communication and customer service skills.

· Strong understanding of: DNS, DHCP, TCP/IP, Wi-Fi networking, VPN fundamentals, basic routing and switching

· Experience supporting Microsoft Windows and Microsoft 365.

· Experience installing and troubleshooting computer hardware and peripherals.

· Ability to prioritize multiple tasks in a fast-paced environment.

· Valid driver's license with a clean driving record.

Preferred Qualifications

Experience with any of the following is a plus:

· Epicor Eagle POS

· SonicWall firewalls

· UniFi wireless networking

· Microsoft Entra ID

· Microsoft SharePoint

· Microsoft Teams

· Zebra mobile computers

· PowerShell scripting

· Structured cabling

· Retail technology environments

What We're Looking For

The ideal candidate is:

· Curious and naturally driven to solve problems.

· Comfortable making decisions independently.

· Organized, dependable, and self-motivated.

· Able to communicate effectively with non-technical users.

· Calm under pressure.

· Willing to continuously learn new technologies.

· A team player who is always willing to help coworkers.

Most importantly, we want someone who takes ownership of their work and sees every issue through to completion.

Physical Requirements

· Travel throughout assigned territory (approximately 50-70%).

· Lift and carry equipment weighing up to 50 pounds.

· Climb ladders and work above ceilings or under counters when necessary.

· Transport computers, networking equipment, and tools.

· Occasional evening and weekend work during store openings, remodels, and emergency situations.

Pulled from the full job description

• Mileage reimbursement

Why Costello's Ace Hardware? At Costello's, our IT team is much more than a help desk. We work closely with store operations to keep our business running every day. From deploying new technology to solving complex infrastructure issues, you'll have the opportunity to make a meaningful impact across more than 60 retail locations. Our technicians are given a high degree of autonomy and trust. We're looking for people who enjoy taking ownership of their work, making sound technical decisions, and seeing problems through to completion. If you're someone who is curious, dependable, and always looking to learn something new, you'll thrive as part of our team. You'll work alongside experienced IT professionals who value collaboration, knowledge sharing, and practical problem-solving. We believe the best solutions come from people who are willing to ask questions, think critically, and continuously improve both themselves and the technology they support. If you're looking for a position where your technical skills, initiative, and work ethic are recognized-and where no two days are exactly the same-we'd love to have you join the Costello's Ace Hardware IT team. Pay: $18.00 - $23.00 per hour