Provide remote and onsite support for hardware issues in retail stores, including POS systems, printers, scanners, network devices, and other peripherals
Assist with store openings, relocations, and closures, ensuring proper installation or removal of network & hardware
Troubleshoot, diagnose, and resolve hardware and connectivity issues promptly
Perform remote analysis, diagnosis and resolution of technology issues
Coordinate hardware replacements, upgrades, and maintenance schedules across all stores
Collaborate with store managers and staff to understand and address their technology needs
Develop and document standard operating procedures for hardware setups and maintenance
Train store staff on hardware usage, troubleshooting basics, and IT best practices
Work with third-party vendors as needed for warranty repairs or specialized support
Provide feedback and recommendations for hardware improvements, efficiency enhancements and cost-effective solutions
Maintain accurate records of hardware inventory, repairs, and replacements

Associate’s degree in Information Technology or related field preferred (relevant certifications such as CompTIA A+ are a plus)
5+ years of relevant experience, preferably in a retail or multi-site environment
Strong technical knowledge of POS systems, desktops/laptops, printers, network devices (routers/switches), and peripherals
Familiarity with Windows operating systems, and basic network concepts (LAN, Wi-Fi, TCP/IP)
Experience working with remote support tools and ticketing systems
Excellent organizational and coordination skills; ability to manage multiple priorities across locations
Strong troubleshooting and problem-solving capabilities
Effective communication and interpersonal skills; ability to explain technical issues to non-technical staff
Ability to travel to store locations as needed (valid driver’s license required) – 10-15% travel
Ability to work independently and proactively

IT Support Technician

Key skills