We are seeking a Level 2 Help Desk Technician to provide advanced technical support within a high-volume call center environment supporting retail store locations. This role will focus on resolving escalated technical issues, reducing a significant backlog of support tickets, and delivering high-quality customer service to non-technical end users.
The ideal candidate will have strong Windows 10/11 expertise, hands-on troubleshooting experience with retail hardware and peripherals, and a disciplined approach to documentation and incident management.
Key Responsibilities
Provide Level 2 technical support for retail store environments via phone, ticketing system, and remote tools
Triage, troubleshoot, and resolve escalated incidents related to Windows workstations and retail hardware
Address a large backlog of open support tickets, prioritizing and resolving issues in a structured and timely manner
Diagnose and resolve issues related to:
Windows 10 and Windows 11 operating systems
Active Directory (user accounts, password resets, group policies, permissions)
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
VPN connectivity and network-related issues
Troubleshoot and support retail-specific peripherals, including:
POS systems
Credit card readers (EMV/NFC devices)
Receipt and label printers (thermal printers preferred)
Handheld scanners and mobile retail devices
Barcode scanners and cash drawers
Document all incidents thoroughly in the ticketing system, including:
Root cause analysis
Troubleshooting steps taken
Resolution details
Escalation notes (if applicable)
Communicate technical concepts clearly to non-technical retail staff
Collaborate with Level 1 support and infrastructure teams for issue escalation when required
Identify recurring issues and recommend process or technical improvements
Required Qualifications
3+ years of IT support experience in a Help Desk or Service Desk environment
Experience working in a call center or high-volume ticketing environment
Strong hands-on experience with:
Windows 10 and Windows 11 administration and troubleshooting
Active Directory user and group management
Microsoft 365 applications
Remote support tools
Demonstrated experience troubleshooting retail hardware and peripherals:
POS systems
Credit card terminals
Receipt/thermal printers
Handheld devices and barcode scanners
Strong incident documentation skills with attention to detail
Experience working through and reducing a large ticket backlog
Excellent verbal communication skills with the ability to support non-technical users