Position Overview

We are seeking a Level 2 Help Desk Technician to provide advanced technical support within a high-volume call center environment supporting retail store locations. This role will focus on resolving escalated technical issues, reducing a significant backlog of support tickets, and delivering high-quality customer service to non-technical end users.

The ideal candidate will have strong Windows 10/11 expertise, hands-on troubleshooting experience with retail hardware and peripherals, and a disciplined approach to documentation and incident management.

Key Responsibilities

• Provide Level 2 technical support for retail store environments via phone, ticketing system, and remote tools
• Triage, troubleshoot, and resolve escalated incidents related to Windows workstations and retail hardware
• Address a large backlog of open support tickets, prioritizing and resolving issues in a structured and timely manner
• Diagnose and resolve issues related to:
• Windows 10 and Windows 11 operating systems
• Active Directory (user accounts, password resets, group policies, permissions)
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• VPN connectivity and network-related issues
• Troubleshoot and support retail-specific peripherals, including:
• POS systems
• Credit card readers (EMV/NFC devices)
• Receipt and label printers (thermal printers preferred)
• Handheld scanners and mobile retail devices
• Barcode scanners and cash drawers
• Document all incidents thoroughly in the ticketing system, including:
• Root cause analysis
• Troubleshooting steps taken
• Resolution details
• Escalation notes (if applicable)
• Communicate technical concepts clearly to non-technical retail staff
• Collaborate with Level 1 support and infrastructure teams for issue escalation when required
• Identify recurring issues and recommend process or technical improvements

Required Qualifications

• 3+ years of IT support experience in a Help Desk or Service Desk environment
• Experience working in a call center or high-volume ticketing environment
• Strong hands-on experience with:
• Windows 10 and Windows 11 administration and troubleshooting
• Active Directory user and group management
• Microsoft 365 applications
• Remote support tools
• Demonstrated experience troubleshooting retail hardware and peripherals:
• POS systems
• Credit card terminals
• Receipt/thermal printers
• Handheld devices and barcode scanners
• Strong incident documentation skills with attention to detail
• Experience working through and reducing a large ticket backlog
• Excellent verbal communication skills with the ability to support non-technical users

Preferred Qualifications

• Experience supporting multi-site retail environments
• Familiarity with ITSM platforms (ServiceNow, Jira, Freshservice, etc.)
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
• CompTIA A+, Network+, or equivalent certifications

Key Competencies

• Structured troubleshooting methodology
• Strong customer service orientation
• Ability to prioritize in a fast-paced, ticket-driven environment
• Clear and concise documentation skills
• Patience and professionalism when supporting retail store personnel