(Seasonal) STS Specialist - IT Operations

You will support store hardware, software, point-of-sale systems, mobile devices, and operational processes while documenting incidents and escalating issues when appropriate. We are seeking an experienced Store Technology Support Specialist to provide first-level technical support for retail store operations.

Position Summary
We are seeking an experienced Store Technology Support Specialist to provide first-level technical support for retail store operations. This role is ideal for someone who enjoys solving technical issues while delivering exceptional customer service in a fast-paced environment.
You will support store hardware, software, point-of-sale systems, mobile devices, and operational processes while documenting incidents and escalating issues when appropriate.
Key Responsibilities

• Provide first-level technical support for retail stores
• Troubleshoot hardware, software, POS, and networking issues
• Document incidents, troubleshooting steps, and resolutions accurately
• Utilize strong problem-solving skills to determine root cause
• Escalate complex issues to Tier II support when appropriate
• Support remote users with technical issues
• Monitor system updates, outages, and operational communications
• Identify recurring issues and communicate trends to technical teams
• Provide support through phone, email, and other communication channels

Required Qualifications

• Minimum 3 years of Help Desk or Technical Support experience
• Previous experience supporting retail technology or POS systems
• Strong customer service and communication skills
• Experience troubleshooting Windows hardware and software
• Basic understanding of networking concepts
• Experience with Microsoft Windows and Microsoft Office
• Ability to multitask in a fast-paced call center environment
• Typing speed of 50 WPM or higher 

Preferred Qualifications

• Apple iOS device support experience
• Experience supporting mobile devices and tablets
• Remote support experience
• Telecommunications troubleshooting knowledge
• Retail technology support experience

Important Scheduling Requirements
This role supports retail operations during the busiest time of the year.
Candidates must be available for mandatory holiday scheduling including:

• Day 1 in-person orientation/training attendance (if applicable)
• Black Friday Weekend
• Candle Weekend
• Fridays, Saturdays, and Sundays throughout November and December
• December 26 (Boxing Day)
• Early morning and late evening shifts as business requires
• Flexible scheduling during peak holiday operations