As one of America's fastest-growing regional retail companies, Forman Mills is constantly seeking the best and brightest talents to drive the continued growth of the company. If you have a passion for excellence, an unwavering focus on delivering value for the customer, and a drive to be the best, Forman Mills can be your springboard to incredible career growth.
Overview:
We are looking for a dedicated and customer-focused Help Desk Technician (Level I-II) to join our IT team. This role is critical in supporting our retail stores, corporate office, and distribution center. You'll be the front line of technical support, responsible for troubleshooting and resolving hardware, software, and network issues to ensure minimal downtime across our operations. Strong customer service skills are essential, as you'll regularly interact with staff at all levels of the organization.
This position provides Tier 1 and Tier 2 technical support with a focus on POS systems, peripherals, desktop hardware/software, and merchant systems. Ideal candidates will have a positive attitude, a strong sense of urgency, and the ability to manage multiple priorities in a fast-paced retail environment. This is an onsite position, and candidates will need to travel to the office and/or Distribution Center regularly. Working hours will be 8:00am - 10pm EST (weekends included) with a rotating on-call schedule.
Key Responsibilities: - Provide timely support for all IT-related issues via phone, email, and instant messaging.
- Respond to service requests and incidents, ensuring proper documentation and tracking to resolution.
- Troubleshoot and resolve Tier 1 and Tier 2 issues including account creation, system access, hardware failures, and application errors.
- Monitor store and corporate networks, analyze system alerts, and perform basic troubleshooting prior to escalation.
- Support installation and configuration of POS systems, computers, peripherals, and software.
- Coordinate and ship IT equipment to stores and remote locations.
- Perform system administration tasks and assist in implementing updates, patches, and changes.
- Collaborate with cross-functional teams to support recurring or ad-hoc business needs.
- Participate in IT projects and deployments, ensuring timely execution and communication.
- Provide off-hours support when necessary, including being on-call and carrying a mobile device.
- Travel to local sites may be seldomly required. Commute not to exceed 30 mins. All mileage will be reimbursed.
Required Skills & Qualifications: - Excellent interpersonal and customer service skills, especially over the phone with non-technical users.
- Strong written communication skills.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Solid troubleshooting experience with Windows OS, Microsoft Office Suite, and hardware components.
- Working knowledge of Active Directory, Exchange, LAN/WAN environments, and TCP/IP networking.
- Experience with remote access tools and service desk ticketing systems.
- Ability to prioritize and follow through on service requests in a fast-paced environment.
- 1-3 years of IT support experience; retail IT experience strongly preferred.
Preferred Certifications (a plus but not required): - CompTIA A+
- CompTIA Network+
- Google IT Support Certificate
- Microsoft Certified: Modern Desktop Administrator Associate
Here's a few of the benefits we offer our eligible associates:
On-the-job Training
Employee Assistance Program
401 (K) Plan with employer match
Potential for Advancement
Generous Employee Discount
Competitive Starting Salary
Health Insurance
Dental Insurance
Vision Insurance
Short Term and Long-Term Disability Insurance
Life and AD&D Insurance
Paid Vacation
Paid Sick Leave
Holiday Pay
Direct Community Involvement Opportunities
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