Retail Support Technician - Level 1

Position Title: Retail Support Technician - Level 1

Reports to: Retail Support Supervisor

Summary:

The Retail Support Technician is the first line of defense in ensuring smooth operations

across all our retail locations. They are the go-to troubleshooters for any technical

hiccups that might arise, from finicky point-of-sale systems to temperamental back-office

computers. By swiftly diagnosing and resolving these issues, they keep our stores

running efficiently and minimizing disruptions to the customer experience. This role requires some evening and weekend hours - rotational across the support team.

Primary Responsibilities:

• Point-of-Sale (POS) and Back-Office Support: Serve as the primary contact for store personnel experiencing issues with POS systems, back-office computers, and associated peripherals.
  • This includes diagnosing problems, guiding users through troubleshooting steps, and dispatching field technicians or escalating to higher-level support as needed.
• Hardware and Software Troubleshooting: Proficiently diagnose and repair PC hardware and peripheral issues, both remotely and on-site.
  • This involves identifying faulty components, replacing parts, and configuring hardware settings.
• Operating System and Software Support: Troubleshoot and configure Windows operating systems and various software applications used in the retail environment. This includes resolving software conflicts, installing updates, and assisting users with software-related issues.
• Remote Troubleshooting: Efficiently analyze and resolve computer hardware and software problems over the phone or through remote access tools.
  • This requires strong communication skills, the ability to guide users through troubleshooting steps, and a professional demeanor.
• Network Connectivity: Possess a solid understanding of basic network topology to diagnose and resolve connectivity issues.
  • This includes troubleshooting network hardware, checking network settings, and escalating to network administrators if necessary.
• Issue Tracking and Reporting: Meticulously document and track recurring technical problems, communicate persistent issues to the development team and assist in the development and implementation of long-term solutions.
• Collaboration and Teamwork: Actively participate in team projects, collaborating with colleagues to achieve shared goals and contribute to the overall success of the IT support team.
• Comprehensive Technical Support: Provide technical assistance to store and office personnel on a wide range of computer-related issues, including software troubleshooting, hardware repair, and peripheral configuration. Additionally, assist field technicians with resolving complex technical problems and office personnel with telephone and voicemail issues.
• Escalation and Communication: Promptly escalate critical or unresolved issues to the Help Desk Support Manager, ensuring timely resolution and minimizing business impact.

Qualifications:

• Customer-Centric Approach: A strong focus on providing excellent customer service to field personnel and store staff, recognizing that their success depends on reliable technical support.
• Time Management: Exceptional time management skills to prioritize tasks, meet deadlines, and efficiently manage multiple support requests.
• Proactive and Resourceful: A self-starter with a proactive approach to problem-solving, willing to think creatively and go the extra mile to achieve goals.
• Interpersonal Skills: Outstanding interpersonal skills and the ability to build rapport with individuals at all levels, fostering positive working relationships and effective collaboration.
• Communication Skills: Excellent verbal and written communication skills, enabling clear and concise communication with both technical and non-technical audiences.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to quickly assess situations, identify root causes, and implement effective solutions.

Education and Experience:

Bachelor’s or Associate Degree: A bachelor’s or associate degree in a computer-related field is preferred but not required.

Retail Experience: A minimum of one year of experience working in a retail environment, demonstrating an understanding of retail operations and the unique technical challenges faced by retail businesses are preferred but not required.

Technical Support Experience: At least three years of experience in troubleshooting, setting up, configuring, and providing training on computer hardware, software, and peripherals.

Additional Skills (a plus):

Industry Certifications: Relevant certifications such as CompTIA A+, Network+,

or Microsoft Certified Professional (MCP) demonstrates a commitment to professional development and technical expertise.

Knowledge of Retail Software: Familiarity with specific retail software applications, such as POS systems or inventory management software, can be an asset.

Key Attributes:

Patience: The ability to remain calm and patient when dealing with frustrated users and complex technical issues.

Adaptability: The ability to adapt to changing priorities and handle unexpected challenges with a positive attitude.

Continuous Learning: A commitment to staying up to date with the latest technologies and industry best practices.