Help Desk - L1 - 3051046

Job#: 3051046

Job Description:

Help Desk Technician (Retail Support)

We are seeking a customer-focused Help Desk Technician to provide technical support for retail store operations. This individual will serve as the primary point of contact for end users, assisting with troubleshooting and resolving issues related to point-of-sale (POS) systems, printers, mobile devices, and other in-store technology. The ideal candidate has strong customer service skills, enjoys working directly with users, and can effectively diagnose and resolve technical issues in a fast-paced retail environment.

Key Responsibilities

• Provide first-level technical support for retail store personnel via phone, email, and remote support tools.
• Troubleshoot and resolve issues involving POS systems, receipt printers, label printers, scanners, and related peripherals.
• Support and manage mobile devices, including smartphones, tablets, and handheld inventory devices.
• Document incidents, service requests, and resolutions in the ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Assist with device setup, configuration, software installations, and equipment replacements.
• Deliver excellent customer service while communicating technical information in an easy-to-understand manner.
• Monitor support queues and ensure timely resolution of issues to minimize store downtime.

Required Qualifications

• Previous experience in a Help Desk, Service Desk, Technical Support, or Customer Support role.
• Strong troubleshooting skills across hardware, software, and mobile devices.
• Experience supporting POS systems, printers, or retail technology is preferred.
• Excellent customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Familiarity with ticketing systems and remote support tools.

Preferred Qualifications

• Experience supporting retail store environments.
• Knowledge of mobile device management (MDM) solutions.
• Understanding of Windows operating systems and basic networking concepts.
• Associate degree or relevant technical certifications are a plus.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans tha