IT Support Specialist

Overview

We are seeking a proactive and detail-oriented Level 1 IT Support Specialist to provide remote technical support for approximately 400 retail stores across the United States, including telecommunications and internet provider outlets. This role involves troubleshooting hardware and software issues, resolving user queries, and ensuring consistent operational uptime for store systems. Responsibilities

Deliver first-level technical support remotely for hardware (desktops, POS systems, routers, printers, etc.) and software (OS, store-specific apps, basic networking issues). Respond to service requests, incidents, and questions via ticketing system, phone, or email, ensuring timely resolution. Assist with the setup, configuration, and troubleshooting of end-user devices and peripherals. Escalate complex issues to Level 2 / 3 teams when necessary, providing detailed documentation. Monitor system alerts and conduct basic diagnostic routines. Maintain accurate records of support activities and solutions in a knowledge base. Provide professional and customer-friendly service to store personnel across varied time zones. Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field preferred. 1–2 years of experience in a similar IT support or helpdesk environment. Strong knowledge of Windows OS, remote desktop tools, and networking fundamentals. Familiarity with ticketing systems (e.g., ServiceNow, Jira, or similar). Excellent communication skills in English, both verbal and written. Ability to work independently and manage multiple support requests simultaneously

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