Engineer IT Support 1

Purpose of Position:

The Engineer IT Support 1 serves as the first point of contact for IT support, delivering exceptional customer service while providing technical assistance to corporate and retail team members. This role is responsible for troubleshooting hardware, software, and technology-related issues, documenting incidents, and ensuring timely resolution or escalation. The ideal candidate is customer-focused, eager to learn, and thrives in a fast-paced environment.

Essential Duties and Responsibilities:

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• Serve as the first point of contact for IT support requests received by email, chat, or the IT service management (ITSM) system.

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• Provide first-level technical support for desktops, laptops, printers, mobile devices, point-of-sale (POS) equipment, peripherals, and approved software applications.

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• Diagnose and resolve routine hardware, software, operating system, and connectivity issues by following established troubleshooting procedures.

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• Create, modify, and disable user accounts, perform password resets, and fulfill basic access requests in accordance with company security policies.

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• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the ITSM system.

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• Escalate unresolved or complex issues to the appropriate support teams while providing detailed documentation of troubleshooting performed.

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• Utilize remote support tools to diagnose and resolve issues for users across multiple retail stores and corporate locations.

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• Install, configure, image, deploy, and replace computers, mobile devices, printers, and other IT equipment.

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• Assist with employee onboarding and offboarding activities, including workstation setup, account provisioning, and equipment recovery.

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• Coordinate with vendors for hardware orders, warranty repairs, equipment replacements, and shipment tracking.

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• Maintain accurate inventory records of IT assets and assist with equipment lifecycle management.

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• Create and maintain knowledge base articles to improve support efficiency and enable self-service.

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• Follow established security standards, policies, and procedures to protect company systems, accounts, and data.

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• Participate in technology deployments, upgrades, and other IT projects as assigned.

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• Maintain regular attendance and provide dependable support during scheduled business hours.

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• Perform other duties as assigned.