Level 1 POS Support Technician - Grocery Specialty

As a Software Technician Level 1 at Retail Data Systems , you'll be part of a supportive team in a fast-paced environment where your technical expertise and dedication help grocery businesses across the country stay up and running. This role offers the chance to grow professionally and contribute to a company where many team members build lasting, rewarding careers. Purpose The Software Technician Level 1 role exists to answer the needs of our valued customers. As one of the first voices our customers hear, you will represent our team and our branch with professionalism and care. You will handle the majority of incoming calls, resolving common issues efficiently to help customers get back up and running as quickly as possible. When an issue requires additional expertise, you will escalate to Level 2 or Level 3 support to ensure timely resolution. Responsibilities Answer inbound service desk calls and emails; monitor issue queues Provide initial troubleshooting and clarify the issue or request Create and update incident records for tracking and documentation Communicate regularly with customers, providing updates on open issues Categorize and prioritize issues and requests according to defined standards Resolve at least 75% of all incoming calls without escalation to Level 2/3, within established time limits Follow escalation procedures for incidents requiring additional expertise Escalate issues not meeting expected service-level agreements Monitor escalated issues to ensure timely resolution and maintain customer communication Use, update, and maintain knowledge-base articles and CRM records Validate and deliver solutions provided by Level 2/3 technicians Provide after-hours support as part of an on-call rotation Share feedback and recommendations with internal teams to improve product delivery and reduce support requests Expand knowledge of system components, applications, and business processes to advance toward a Level 2 role Qualifications & Skills Excellent interpersonal skills Clear verbal and written communication Ability to handle high call volume and high-pressure situations Strong prioritization and time management General IT proficiency preferred but not required, including: Troubleshooting and diagnostic skills PC hardware Windows XP, 7, 8, Server 2003/2008/2012 Backup, recovery, and imaging Networking, routers, and wireless access points SQL basics Office applications, email clients, and browsers Security practices (passwords, firewalls, antivirus, anti-malware) Remote desktop support and FTP POS systems basics Experience 2 years of grocery store experience required Our Values Respect and honesty Learning, sharing, and continuous improvement Professionalism and accountability Responsiveness and customer focus A supportive, collaborative culture

Position Details Position Type:

Full-time Pay:

From $20.00 per hour

Expected Hours:

Minimum of 40 hours per week

Work Location:

1998 Ohio St., Lisle, IL 60532 Benefits 401(k) with matching Dental, health, and life insurance Paid time off Schedule Monday to Friday On-call rotation required Work Environment Business-casual attire On-the-job training Safe work environment About RDS Retail Data Systems is the largest provider of Point of Sale hardware and software in North America. Founded in 1950, we operate over 30 offices nationwide, delivering complete POS technology solutions and 24/7/365 service to customers of all sizes.

Job Type:

Full-time Pay:

From $20.00 per hour Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off

Schedule:

8 hour shift On call

Overtime Experience:

Grocery store: 2 years (Required) Ability to

Commute:

Lisle, IL 60532 (Required)

Work Location:

In person