Technical Support Specialist I - 2nd Shift

Technical Support Specialist

The Technical Support Specialist serves as the first point of contact for store leaders and franchisees, providing technical assistance and troubleshooting to resolve IT-related issues efficiently. This role focuses on achieving first-call resolution by diagnosing problems, guiding users through solutions, or determining when equipment replacement is necessary. The specialist is responsible for accurately documenting issues, processing hardware replacement requests, and escalating incidents to the appropriate resolver groups when needed. By delivering excellent customer service and ensuring minimal disruption to store operations, this position plays a critical role in maintaining system reliability and operational efficiency across multiple point-of-sale platforms and store technologies.

Key Duties and Responsibilities

1. Provide first-call resolution by diagnosing and resolving technical issues with store leaders and franchisees over the phone using remote troubleshooting tools and support software.
2. Utilize remote desktop applications, system monitoring tools, and diagnostic software to analyze and resolve hardware, software, and network-related issues.
3. Troubleshoot point-of-sale (POS) systems, payment terminals, networking equipment, and other store technologies, ensuring minimal disruption to business operations.
4. Identify when equipment replacement is necessary and process orders using asset management and ticketing systems to ensure timely resolution.
5. Accurately document all interactions, troubleshooting steps, resolutions, and hardware replacements within the incident management system (e.g., ServiceNow, Zendesk, or similar).
6. Escalate unresolved or complex incidents to the appropriate resolver group, ensuring all relevant technical details and troubleshooting steps are included for efficient resolution.
7. Maintain a strong understanding of company-supported technologies, including multiple POS platforms, store IT infrastructure, and related hardware/software.
8. Follow established protocols for prioritizing and handling incidents based on severity, impact, and business needs.
9. Communicate effectively with store personnel, providing clear instructions, setting expectations, and ensuring excellent customer service.
10. Continuously learn and adapt to new technologies, software updates, and system changes to improve troubleshooting efficiency and effectiveness.

Education and Experience

• Education: Associates/2 Yr Degree

• Years of Relevant Experience: 2+ years

Specific Knowledge and Skills

• Ability to perform repeated bending, standing and reaching
• Strong knowledge of troubleshooting hardware, software, and network-related issues, including POS systems, payment terminals, and store IT infrastructure.
• Proficiency in using remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) for troubleshooting and diagnostics.
• Experience with incident management and ticketing systems (e.g., ServiceNow, Zendesk, JIRA) for tracking and documenting technical issues.
• Ability to prioritize and handle multiple issues simultaneously in a fast-paced environment.
• Logical and methodical approach to diagnosing technical problems and escalating when necessary.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a patient, empathetic approach to assisting store leaders and franchisees.
• Ability to remain calm and professional under pressure, especially during major incidents or outages.
• Understanding of networking fundamentals, including TCP/IP, VPN, Wi-Fi, routers, and switches.
• Ability to diagnose and resolve issues with Windows-based systems, peripheral devices (printers, scanners, cash drawers), and cloud-based applications.
• Basic knowledge of cybersecurity best practices, data protection, and company IT policies.
• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs, as necessary.

Pay: $21.00 - $23.50 Hourly