We are seeking a dedicated IT Infrastructure Support Specialist to join our team, serving as the primary resource for general IT support at our retail locations. Your responsibilities will encompass planning, monitoring, troubleshooting, implementation, maintenance, and repair of various devices including desktops, laptops, mobile devices, telecommunications, and network equipment. You will also manage user accounts and ensure compliance with corporate security policies, maintaining thorough documentation of system configurations and equipment inventory.

Essential Functions

• Device Management: Deploy, manage, monitor, and support all end-user devices, including desktops, laptops (Windows and MAC), mobile phones/tablets (Android and iOS), scanners, and printers.
• Help Desk: Use Solarwinds Help Desk Software to create, monitor, update, document, and close support tickets. Identify trends and recommend changes to reduce incident rates.
• Communication: Keep managers and key personnel informed of system status through timely communication and weekly reports. Proactively communicate with end users, providing updates on issues and periodic newsletters on trends and fixes.
• System Access: Ensure continuous access to email, intranet, public internet, and other crucial business applications.
• Support: Provide Tier I support for internet and telecommunication services at all store locations.
• Management: Adjust repair orders/invoices due to POS software issues and manage operations reporting.
• On-site Support: Visit store locations to install hardware/software and troubleshoot as needed.
• Process Improvement: Review and improve processes, procedures, and technologies for better quality and efficiency.
• Training: Stay updated on new technologies and participate in company-supported training and certification courses.
• Availability: Provide support during weekends, holidays, and nighttime as required.
• Other Duties: Perform additional duties as assigned.

Required Qualifications

• Minimum age: 21 years
• Authorized to work in the U.S.
• Minimum 5 years of technical support experience
• Minimum 3 years of help desk experience
• Proficient in LAN, WAN, and wireless networking technologies
• Strong knowledge of Microsoft Windows 7/8/10, laptop hardware, software, and OS
• Proficient with Android and iOS mobile devices
• Familiar with DOS Command Line Shell and Scripting
• Proficiency in Symantec Ghost, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Knowledge of Office 365 administration (Exchange, SharePoint, Lync, SkyDrive/OneDrive)
• Understanding of network hardware, protocols, Internet standards (TCP/IP, DNS, DHCP)
• Knowledge of computer security, including malware, antivirus, and Symantec Endpoint Protection
• Strong troubleshooting skills for PCs, laptops, printers, and peripherals
• Proficient in virus protection and diagnostic software

Preferred Qualifications

• A+ certification
• Network+ certification
• Basic knowledge of MAC OS

Skills & Abilities

• Exceptional people skills with a friendly demeanor
• Positive attitude, strong work ethic, high motivation, and customer-focused mindset
• Ability to diagnose and resolve computing problems onsite and remotely
• Proficient in installing, configuring, and maintaining personal computers, networks, and related hardware/software
• Strong problem-solving and independent thinking abilities
• Effective communication skills, both written and verbal
• Excellent organizational and time management skills
• Ability to thrive in a fast-paced setting and meet tight deadlines
• Maintain confidentiality of sensitive information

Travel

• Up to 5% local travel is expected for this position.

Physical Demands/Work Environment

• Regularly communicate with customers and team members
• Long hours sitting and using office equipment/computers
• Frequent use of hands/fingers for keyboard manipulation
• Lift/move up to 10 pounds regularly and up to 25 pounds occasionally
• Occasional standing, walking, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling
• Normal or corrected vision required
• Work environment noise level is usually quiet to moderate

Additional Requirements

• Acceptable criminal history background check
• Valid driver's license with an acceptable driving record

If you are passionate about IT infrastructure support and meet the above qualifications, we encourage you to apply and become a vital part of our team!