Job Summary:

The IT Shared Services Technician provides first-level technical support to enterprise users and retail stores support on various technical issues and problems relating to hardware, software, and peripherals. This role is responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. The IT Shared Services Technician must have excellent problem-solving skills to diagnose, evaluate, and resolve complex issues and escalate to higher-level IT support if necessary.

Key Responsibilities:

IT Shared Services Projects Support:

Assists in IT support project work across both retail and enterprise sides of the business.

Ticket Management:

Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.

Troubleshooting:

Diagnose and resolve technical hardware and software issues involving PCs, laptops, printers, and other peripherals.

Enterprise Support:

Assist with onboarding new employees, including setting up hardware, software, and access to company systems.

Retail Store Support:

Assist with retail technology support, including POS hardware and POS application support, new store setup, closures, and credit card processing and hardware.

Escalation:

Escalate unresolved issues to the next level of support as per the defined escalation process.

Documentation:

Create and update technical documentation and knowledge base articles for both end users, retail store operations, and IT staff.

Software Installation and Updates:

Install, configure, and update software applications and operating systems as needed.

Security:

Assist in maintaining IT security policies and procedures, including user access controls.

Inventory Management:

Maintain and manage IT hardware and software inventory.

Customer Service:

Provide excellent customer service and communication to end users to ensure high levels of user satisfaction.

Qualifications:

Education and Experience:

Associate's degree in information technology, Computer Science, or related field, or equivalent work experience. At least 1-2 years of experience in a technical support role or similar position.

Technical Skills:

Proficiency in Windows and macOS operating systems. Knowledge of network and server management. Familiarity with ITSM software (e.g., ServiceNow, Jira Service Desk). Basic understanding of cybersecurity principles and practices. Experience with remote desktop applications and help desk software.

Soft Skills:

Strong problem-solving and analytical skills. Excellent verbal and written communication skills. Ability to work independently and as part of a team. Strong organizational and time management skills. Ability to handle multiple tasks and prioritize effectively.

Physical Requirements:

Ability to lift and move computer equipment, up to 50 pounds. May require prolonged periods of sitting at a desk and working on a computer.

Work Environment:

Office environment with occasional off-site support. May require occasional evening or weekend work to perform maintenance or upgrades. Disclaimer This position description is not intended, and should not be considered to be, an exhaustive list of all responsibilities, skills, effort or working conditions associated with the job. It is intended to be an accurate reflection of those principal job elements essential for making decisions related to job performance, personal development, and compensation.