IT Support Technician

1. Advanced Troubleshooting

• Diagnose and resolve complex hardware, software, network, or application issues escalated from Level 1.
• Reproduce reported issues in controlled environments to identify underlying problems.
• Perform root cause analysis and document findings for recurring or systemic issues.
• Coordinate with third-party vendors or internal teams to resolve service interruptions.

2. System & Application Support

• Install, configure, and maintain enterprise applications, operating systems, or network services.
• Apply updates, patches, and configuration changes as needed.
• Assist in incident response and system recovery after outages or security events.
• Support integrations, data migrations, or deployment activities when required.

3. Collaboration & Escalation

• Work closely with Level 3 (engineering, development, or infrastructure) teams for deep-dive analysis.
• Provide detailed escalation reports including logs, reproduction steps, and impact assessments.
• Communicate progress and solutions clearly to stakeholders and non-technical users.
• Act as a technical advisor to Level 1 staff, offering guidance and training on complex cases.

4. Documentation & Knowledge Management

• Create and maintain internal documentation for troubleshooting procedures and technical fixes.
• Contribute to the knowledge base used by support teams and end users.
• Maintain accurate records in the ticketing or incident management system (e.g., ServiceNow, Jira, Zendesk).
• Document known errors and their workarounds for future reference.

5. System Monitoring & Preventive Maintenance

• Monitor infrastructure and applications for recurring alerts, performance degradation, or potential failures.
• Identify trends from incident data to suggest preventive measures.
• Recommend process or configuration improvements to reduce future issues.
• Support service continuity by following ITIL-based best practices (e.g., Incident, Problem, and Change Management).
• Provide technical support for POS software and hardware (registers, kiosks, barcode scanners, printers, etc.).
• Troubleshoot and resolve software, hardware, and networking issues through phone, email, and remote sessions.
• Document reported issues, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with the development team on escalated software bugs or configuration issues.
• Guide customers through system installations, updates, and configuration changes.
• Maintain up-to-date knowledge of POS features, IT best practices, and system updates.
• Deliver excellent customer service and ensure timely resolution of support requests.

ARBA Retail Systems is a Point of Sales software company located in Lisle, IL. We have about 300 clients across the US and Canada. ARBA offers customized point of sales solutions including inventory management, online ordering, self-service kiosk, patient room service and Payroll Deductions, which allows employees to use their employee badges at a cafeteria or gift shop and the charges are deducted from their salary. About 80% of ARBAs client include healthcare facilities and the remainder and miscellaneous pet stores, convenience stores, corporate offices etc.

We are seeking a Level 2 Technical Support Specialist with strong troubleshooting skills and a passion for helping clients succeed with their technology. The ideal candidate will have 2-3 years of technical support experience (preferably with a software company), and hands-on knowledge of both hardware and software systems.

This role requires someone who can think critically, communicate clearly with clients, and resolve technical issues efficiently., * Associate (Preferred)

Experience:

• IT: 2 years (Preferred)

Pulled from the full job description

• Paid time off
• Paid holidays
• Work from home, The hours are 8:30am-5pm CST. We offer 10 PTO days, 7 paid holidays and no other health benefits. Must be vaccinated and be willing to work in our office. Work from home option is available 3 months after start date.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• Paid time off