Help Desk Support - Tier 1
Core
First-line IT support for retail store teams, resolving technical issues to ensure store operations run smoothly.
Role type
Tier 1 Help Desk Support Specialist
Builds
Standard Operating Procedures (SOPs) and knowledge guides for store teams
Domain
Retail operations and IT support
Deliverable
client delivery
Required skills
Hardware troubleshooting, Linux systems familiarity, Active Directory management, VoIP support, clear technical writing
Preferred skills
ITIL knowledge, retail environment experience
Technologies
Active Directory, Linux, Clover systems, Thin Clients, VoIP
Responsibilities
Resetting email and Active Directory passwords, troubleshooting printer connectivity and toner issues, resolving Point-of-Sale (Clover) and Thin Client hardware/network problems, assisting with basic camera and VoIP phone support, writing step-by-step technical guides for non-technical staff
Seniority
Entry-level, 0–2 years experience
