Tier 1 Service Desk

Kforce has a client that is seeking a Tier 1 Service Desk in Alpharetta, GA., We are seeking a customer-focused Service Desk Analyst to join our Technology Support team. This individual will serve as the first point of contact for retail store employees, providing Tier 1 technical support across hardware, software, point-of-sale (POS), and basic network environments. The ideal candidate is a strong troubleshooter who enjoys helping users, thrives in a fast-paced environment, and is eager to learn new technologies and business processes.

This role offers the opportunity to support a nationally recognized brand while gaining exposure to a rapidly evolving technology environment undergoing significant modernization initiatives.

Responsibilities:

• Provide Tier 1 Service Desk support for retail store locations nationwide
• Troubleshoot and resolve hardware, software, POS, and basic network-related issues
• Support store employees via phone, ticketing systems, and remote support tools
• Monitor operational dashboards and respond to system alerts
• Perform system power cycles and assist in outage resolution efforts
• Execute established troubleshooting procedures and support scripts
• Escalate complex issues to appropriate support teams when necessary
• Learn and support proprietary applications, POS systems, and internal business processes
• Document incidents, resolutions, and support activities accurately
• Deliver exceptional customer service while working in a high-volume support environment, This team supports a complex retail technology ecosystem that includes:
• Proprietary (homegrown) POS platforms
• Web ordering systems
• SIP and telecommunications integrations
• Backend operational data systems
• Monitoring dashboards and alerting platforms
• Ongoing technology modernization initiatives

• Previous experience in a Service Desk, Help Desk, Technical Support, or IT Support role
• Strong troubleshooting and problem-solving skills
• Basic understanding of networking concepts, operating systems, and hardware support
• Excellent verbal and written communication skills
• Strong customer service mindset with the ability to support non-technical users
• Ability to multitask and prioritize issues in a fast-paced environment
• Positive attitude, adaptability, and willingness to learn

Preferred Qualifications:

• Experience supporting Point-of-Sale (POS) systems
• Retail, restaurant, hospitality, or multi-site technology support experience
• Experience working with remote troubleshooting tools
• Familiarity with monitoring dashboards and alerting systems
• Exposure to IT ticketing systems and service management processes

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion unless and until paid and may be modified in its discretion consistent with the law.