Helpdesk Coordinator Jobs (NOW HIRING)

Description:
The IT Technician is a crucial frontline role responsible for providing technical support and maintenance for all IT systems and equipment across our retail store locations. This individual will respond to service requests, troubleshoot hardware and software issues, perform installations, and ensure the reliable operation of retail technology. The IT Technician works closely with the IT Operations Manager and the IT Helpdesk Coordinator to deliver excellent customer service and maintain operational efficiency.
Essential Duties and Responsibilities
I. Uphold Weigel's Core Values Including:
• Positively Impact Lives
• Value & Celebrate Others
• Do the Right Thing
• Earn & Build Trust
• Lead with Passion
• Serve with Purpose
II. Technical Support & Troubleshooting:
• Incident Response & Resolution:
o Respond to and resolve IT service tickets from retail stores, including hardware failures, software malfunctions, network connectivity issues, and user errors.
o Perform remote and on-site troubleshooting for Point-of-Sale (POS) systems, scanners, printers, networking equipment (routers, switches, Wi-Fi access points), workstations, and other store-specific IT devices.
o Escalate complex or unresolved issues to the IT Operations Manager or relevant third-party vendors in a timely manner, providing clear documentation of steps taken and symptoms.
• Preventative Maintenance:
o Conduct routine checks and preventative maintenance on retail IT equipment to ensure optimal performance and minimize downtime.
o Apply software patches, firmware updates, and security configurations as directed.
• System and Application Support:
o Provide support for various operating systems (e.g., Windows), retail-specific applications, and other business software used in stores.
o Assist store personnel with user account management, password resets, and basic application functionality questions.
III. Installations, Deployments & Inventory:
• New Store Builds & Remodels:
o Execute the IT setup for new store openings and remodel projects, including the installation and configuration of network infrastructure, POS systems, back-office equipment, and peripherals.
o Perform post-installation testing to ensure all systems are fully functional and integrated, adhering to design specifications.
• Equipment Management:
o Assist the IT Operations Manager with the tracking, receipt, deployment, and return of IT equipment inventory.
o Prepare equipment for shipping and ensure proper packaging to prevent damage.
o Maintain accurate records of equipment assignments and locations.
• Break/Fix Repairs:
o Diagnose and perform hardware repairs or component replacements on various IT devices.
IV. Collaboration & Communication:
• Documentation:
o Maintain accurate and detailed records of all support activities, resolutions, and configurations within the IT ticketing system.
o Contribute to the development and updating of IT knowledge base articles, troubleshooting guides, and procedural documentation.
• Teamwork:
o Collaborate effectively with the IT Operations Manager, IT Helpdesk Coordinator, and other IT team members to resolve issues, share knowledge, and improve processes.
o Communicate clearly and professionally with retail store personnel, providing excellent customer service and managing expectations.
• On-Call Rotation:
o Participate in the rotational on-call schedule to provide essential IT support for retail stores beyond standard business hours when required.
• Other Duties:
o Responsible for any other duties as assigned.
Requirements:
Employment Standards:
• High School Diploma, Experience in related field
• Proven experience as an IT Technician or relevant position
• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Outstanding organizational and time-management skills
• In depth understanding of diverse computer systems and networks
• Good knowledge of internet security and data privacy principles
• Strong organizational and time management skills; ability to stay focused; professional phone etiquette.
• Must be able to work 2nd shift, Wednesday through Sunday. This is a full-time position with a varied schedule.