Help Desk Technician

Job Title

IT Helpdesk Support Technician

Role Summary

The IT Helpdesk Support Technician role supports Books-A-Million employees by providing technical assistance for hardware, software, and Point of Sale (POS) systems. This position operates in a fast-paced call center environment focused on resolving technical issues efficiently through remote desktop tools and phone support. The role partners closely with corporate office and store employees to ensure smooth day-to-day technology operations while delivering high-quality customer service.

Role Responsibilities

Technical Support & Troubleshooting

• Troubleshoot, isolate, and resolve IT and Point of Sale (POS) hardware and software issues in a client/server network environment.
• Troubleshoot, isolate, and resolve problems with Windows servers in bound and unbound networks supporting store servers.
• Troubleshoot, isolate, and report issues related to local area network (LAN) and wide area network (WAN) systems and equipment.
• Support common business applications including Microsoft Office, Internet Explorer, Adobe Acrobat, and web-based applications for corporate office and store employees.

Ticketing & Escalation

• Utilize ticket tracking software to document issue status and resolution steps.
• Escalate unresolved or complex technical issues to the appropriate level of support.

Customer & Publisher Support

• Provide remote support to end users through phone communication and remote desktop tools.
• Assist publishers with product use and submissions through publisher portal.
• Deliver excellent customer service in a high-volume helpdesk environment.

Compliance & Operational Standards

• Follow all company policies, procedures, and support standards.

Role Qualifications

Required:

• High school diploma or equivalent GED.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to troubleshoot technical issues in real time and provide effective problem resolution.
• Strong attention to detail and organizational skills.

Preferred:

• Previous experience working in an IT Helpdesk or technical support environment preferred.
• Experience supporting Microsoft Office, Adobe Acrobat, POS systems, and web-based applications.
• Familiarity with ticket tracking systems and remote desktop support tools.

Work Environment & Expectations

• Must be able to sit at a computer or desk for extended periods of time.
• Must be able to use hands and arms to operate keyboards, telephones, and perform repetitive motion activities.
• Must be able to lift objects up to 25 pounds with or without assistance.
• Must be able to communicate using speech, sight, and sound with or without assistive devices.
• Must be able to stand, walk, stoop, or crouch while performing daily job activities.
• Shift Schedule: *
• Rotating Shift Schedule (will include weekend support as well):

o 7am - 4 pm - opening shift

o 10am - 7pm - mid shift

o 1:00 - 10pm - closing shift

The Perks

At Books-A-Million, we believe in taking care of our employees. As part of the team, you'll enjoy a comprehensive benefits package, including:

Competitive Compensation: We offer competitive pay and performance-based incentives.

Health & Wellness: Medical, dental, and vision insurance to keep you healthy.

Paid Time Off (PTO): Enjoy generous PTO and paid holidays.

Employee Discounts: Get discounts on books and other products across our stores.

Retirement Savings: Build your future with our 401(k) plan and company contributions.

Equal Employment Opportunity (EEO) Statement

Books-A-Million is an equal opportunity employer committed to fostering a diverse, inclusive, and welcoming workplace. We celebrate and embrace differences, and we strive to create an environment where every individual feels valued and empowered. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

All qualified applicants will receive consideration for employment without regard to their background or personal characteristics. We are dedicated to creating a culture of respect, equity, and opportunity for all employees, and we encourage individuals from all backgrounds to apply.