ITS Store Support Technician
Posted 4 days ago by 1755843660
Negotiable
Outside
Remote
USA
Summary: The ITS Support Technician role is focused on providing Level 3 support to internal and external customers, emphasizing problem-solving in networking, applications, and critical systems. This position requires a proactive approach to align IT support with business needs and involves mentoring other technicians. The ideal candidate thrives in high-pressure situations and has extensive technical support experience. This role is based remotely or in a hybrid setup in Houston, Texas.
Key Responsibilities:
- Lead response on critical customer incidents, owning communications, escalation, and resolution.
- Standardize and update Service Desk practices.
- Support and troubleshoot POS applications and related third-party tools.
- Proactively align IT support with business needs while maintaining deep technical knowledge.
- Create, track, and manage service requests via ticketing system.
- Troubleshoot and resolve issues with computers, printers, hardware, and applications.
- Provide timely status updates to end users and escalate as needed.
- Monitor systems to identify outages and respond promptly.
- Assist stores with ticket reconciliation, billing, refunds, and payment issues.
- Guide and mentor other ITS Support Technicians.
- Work directly with vendors to resolve technical issues with desktop equipment, software, and peripherals.
Key Skills:
- Networking: VPN/VLAN, Cisco Meraki, IP addressing, telephony, internet, and wireless.
- Remote access tools and remote desktop support.
- Microsoft Office Suite and Exchange/Active Directory.
- Ticketing systems experience.
- Mobile device support.
- Solid understanding of hardware and software systems.
- Bonus if you bring field tech or field service experience.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
ITS Support Technician - Houston (Remote, 12+ Months)
iSphere is searching for a skilled ITS Support Technician to provide Level 3 support to both internal and external customers. This isn t just another help desk role this is an opportunity to be the go-to problem solver on networking, applications, and critical systems support. If you thrive in high-stakes situations and love jumping in where others get stuck, we want to talk to you.
What You ll Be Doing
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Lead response on critical customer incidents own the communications, escalation, and resolution.
-
Standardize and update Service Desk practices.
-
Support and troubleshoot POS applications and related third-party tools.
-
Proactively align IT support with business needs while maintaining deep technical knowledge.
-
Create, track, and manage service requests via ticketing system.
-
Troubleshoot and resolve issues with computers, printers, hardware, and applications.
-
Provide timely status updates to end users and escalate as needed.
-
Monitor systems to identify outages and respond promptly.
-
Assist stores with ticket reconciliation, billing, refunds, and payment issues.
-
Guide and mentor other ITS Support Technicians.
-
Work directly with vendors to resolve technical issues with desktop equipment, software, and peripherals.
What You Need to Know
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Networking: VPN/VLAN, Cisco Meraki, IP addressing, telephony, internet, and wireless.
-
Remote access tools and remote desktop support.
-
Microsoft Office Suite and Exchange/Active Directory.
-
Ticketing systems experience.
-
Mobile device support.
-
Solid understanding of hardware and software systems.
-
Bonus if you bring field tech or field service experience.
What You Bring
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5+ years of technical support experience.
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5+ years of strong customer service experience.
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Hands-on networking background (a must).
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Retail or technology background a plus.
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Experience supporting IT projects.
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High School diploma or GED (technical training or certifications a plus).
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Strong documentation and reporting skills.