Retail Operations Systems Technician - POS

Position Overview

We are seeking a dedicated IT Support Specialist to provide technical support for retail Point of Sale (POS) systems and enterprise technology environments. This is a full-time, permanent, fully onsite position that requires travel to multiple retail locations.

The ideal candidate will have experience supporting POS systems (preferably InfoGenesis) or a strong background in helpdesk/desktop support, along with excellent customer service and communication skills.

Key Responsibilities

• Troubleshoot and resolve technical issues related to enterprise software, hardware, POS systems, and basic network infrastructure
• Diagnose root causes and implement timely, effective solutions
• Escalate unresolved issues to higher-tier support teams as needed
• Provide onsite technical support across multiple locations
• Support and maintain client hardware, including PCs, printers, and peripherals
• Manage and update incident tickets using a ticketing system (e.g., ServiceNow)
• Assist with system deployments, configurations, and upgrades
• Maintain accurate documentation of incidents, resolutions, and processes
• Ensure high levels of customer service and user satisfaction
• Collaborate with internal teams on software implementations and system improvements
• Contribute to knowledge base documentation and process enhancements
• Participate in on-call rotation and provide emergency support as required
• Stay current with evolving technologies and support practices
  
  

Required Skills & Qualifications

• Strong knowledge of Windows 10 and Microsoft Office Suite
• Experience supporting PC hardware, printers, peripherals, and POS devices
• Basic knowledge of Active Directory and user support
• Understanding of networking concepts (LAN/WAN, IP connectivity)
• Experience working with ticketing systems (ServiceNow or similar)
• Ability to troubleshoot and resolve technical issues independently
• Strong analytical and problem-solving skills
• Excellent customer service and communication skills
• Ability to adapt technical explanations to different user levels
• Strong organizational and time management skills
  
  

Preferred Qualifications

• Experience with InfoGenesis POS systems (highly preferred)
• Certifications such as CompTIA A or Network
• Experience in retail or customer-facing IT environments
  
  

Minimum Requirements

• Bachelor’s degree in Information Technology or related field OR Associate’s degree / High School diploma with relevant coursework and certifications
• Minimum of 2 years of experience in a customer-facing IT support role
• Valid driver’s license
• Ability to travel frequently (up to 50%)
• Willingness to work flexible schedules, including evenings, weekends, and holidays