onsite
IT Help Desk Analyst / Field Technician
Software Engineer
Provide first‑line IT support for store and corporate users, handling tickets, troubleshooting hardware, software and network issues, and performing on‑site field work to ensure seamless technology operations.
About the role
Key Responsibilities
- Act as the primary point of contact for IT support requests from retail locations and corporate staff.
- Log, prioritize, and resolve tickets using the designated ticketing platform, ensuring timely communication and closure.
- Diagnose and repair hardware, software, and peripheral issues on desktops, laptops, printers, and POS devices.
- Manage user accounts, permissions, and group policies in Active Directory and Office 365.
- Perform on‑site field visits to troubleshoot network connectivity, cabling, and equipment failures.
- Document solutions, create knowledge‑base articles, and assist in maintaining IT inventory.
Requirements
- 2+ years of experience in a help‑desk or field‑technician role supporting Windows environments.
- Strong knowledge of Active Directory, Office 365 administration, and common business applications.
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
- Solid understanding of networking fundamentals, including TCP/IP, Wi‑Fi, and LAN troubleshooting.
- Excellent communication skills and the ability to prioritize multiple requests in a fast‑paced retail setting.