Helpdesk Support

We are seeking Help Desk / Deployment Support Technicians to join a fast-paced retail IT support team. This role serves as the front-line point of contact for store-level technology issues across a rapidly growing multi-location retail environment. The team supports both pre-deployment rollout work and post-deployment break/fix support once new store systems go live. This is a high-volume, phone- and remote-support-driven role supporting store network infrastructure, POS-adjacent systems, and end-user hardware., * Provide phone and remote support to retail store locations, handling a high daily call volume

• Troubleshoot store network infrastructure, including switches, firewalls, and VLAN configuration (viewing/diagnosing, not full configuration)
• Support and troubleshoot thin client devices at store locations
• Provide remote management and troubleshooting via endpoint management/MDM-style console tools
• Support Cisco and legacy phone systems (Cisco WebEx-based and older NEC systems)
• Handle basic directory-level tasks such as unlocking accounts and resetting passwords
• Escalate advanced identity/access issues (MFA resets, license provisioning, admin-level system access) to the appropriate internal team
• Troubleshoot ISP and connectivity issues at the store level
• Support printer troubleshooting and other standard store hardware issues
• Manage and resolve incoming tickets against SLA targets
• Represent the IT department professionally as the primary point of contact for store personnel
• Participate in structured onboarding/training ahead of go-live deployment cycles

• Prior help desk, deskside, or remote technical support experience
• Working knowledge of Windows 11 troubleshooting and break/fix support
• Familiarity with basic networking concepts (switches, firewalls, VLANs)
• Experience with endpoint/device management consoles (MDM-style tools) a plus
• Experience with thin client environments a plus
• Experience with Cisco phone systems (or similar VoIP platforms) a plus
• Strong customer service and phone communication skills
• Professional demeanor and reliability; comfortable representing IT to non-technical store staff
• Bilingual (Spanish) a plus, not required
• Comfortable working in a high call volume, deadline-driven support environment

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