Role Summary

This role provides frontline IT support for store, field, corporate, remote, and hybrid users. The position focuses on resolving support requests, maintaining user access, supporting end-user devices and applications, coordinating escalations, meeting service-level expectations, maintaining accurate records, and improving support documentation.

Responsibilities and Duties

• Effectively, professionally, and respectfully represent Information Systems staff, teams, and services to the end-user community.
• Provide Tier 1 IT support to end users and system administrators across store, field, corporate, remote, and hybrid work environments.
• Answer questions, troubleshoot issues, instruct users on hardware and software functionality, and communicate support procedures and company policy.
• Answer, evaluate, prioritize, and resolve incoming calls, e-mails, chats, and ticket requests while maintaining accurate work history records in the ticketing system.
• Triage requests based on urgency, business impact, user impact, operational need, and service-level expectations.
• Lead users through diagnostic procedures to resolve desktop, laptop, application, account access, connectivity, remote access, mobile device, hardware, peripheral, and basic network issues.
• Perform basic user account and access support, including account setup, password resets, account unlocks, permissions, group membership updates, profile changes, e-mail access support, and related login issues.
• Support productivity tools and enterprise applications by assisting with access, configuration, functionality questions, user instruction, and basic troubleshooting.
• Support mobile devices, remote access, and hybrid work access by assisting with enrollment, authentication, configuration, connectivity, synchronization, and application access issues.
• Perform device imaging, deployment, replacement, endpoint setup, and lifecycle support for desktops, laptops, peripherals, and store or field equipment.
• Assist with IT asset inventory, equipment logistics, device tracking, shipping, receiving, replacement, and hardware refresh activities.
• Support store technology and POS-related requests, including user access, profiles, basic troubleshooting, documentation, and escalation coordination.
• Maintain ownership of issues through follow-up, documentation, escalation tracking, user communication, and final resolution, even when work is routed to another team.
• Communicate with escalation teams to resolve network, telecom, phone, power, infrastructure, application, security, and access-related issues in a timely manner.
• Meet or exceed SLA targets by using contact lists, escalation lists, documentation, prioritization standards, and established support procedures.
• Create, update, and maintain knowledgebase documentation to improve support quality, training, consistency, and first-contact resolution.
• Identify recurring issues, process gaps, and improvement opportunities that enhance the quality, speed, and consistency of IT support.
• Maintain an in-depth working knowledge of supported systems, services, support procedures, policies, and escalation paths.
• Perform additional duties as assigned.