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# Retail Technology Support Analyst

- **Company:** The Intersect Group
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software Documentation, System Configuration, Retail Software
- **Published:** June 30, 2026
- **Apply:** https://www.dice.com/job-detail/f7a6f08d-e617-41f7-8e4b-9cfa489fbc8c

## About the Role

* 3 to 5 years of IT support experience in a hands-on technical environment
 * Experience supporting POS systems and retail technology platforms
 * Strong troubleshooting skills with the ability to analyze and resolve complex technical issues
 * Familiarity with incident management, service level management, and root cause analysis
 * Exposure to restaurant or retail operations is preferred
 * Experience working with ERP, POS, or integrated retail systems is a plus
 * Strong communication skills and a customer-focused mindset
 * Highly organized with the ability to prioritize in a fast-paced, overnight support environment

## Description

The Intersect Group is seeking a Retail Technology Support Analyst to support overnight POS system conversions across multiple store locations. This individual will serve as a key escalation point and technical resource during a high-volume deployment initiative.

In this role, you will troubleshoot complex issues, support offshore technicians, and help ensure smooth transitions to a new POS platform across 10 to 20 stores per night. You will play a critical role in maintaining service levels, resolving incidents efficiently, and delivering high-quality support across retail technology systems., * Provide advanced support for POS systems, online ordering, and back-office retail applications

 * Troubleshoot and resolve escalated technical issues during overnight store conversions
 * Support and guide offshore technical support team members on issue resolution
 * Monitor and enforce service level agreements and analyze service performance trends
 * Perform root cause analysis and implement improvements to reduce time to resolution
 * Document processes, contribute to knowledge sharing, and maintain accurate system documentation
 * Partner with internal teams and external vendors to resolve complex system and integration issues
 * Assist with system configuration, updates, and testing of new retail technology solutions


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