IT Service Desk Support Specialist

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.