Technical Support Specialist

The Technical Support Specialist reports to the IT Support Team Lead and collaborates closely with various departments to address a wide spectrum of technology needs. The Technical Support Specialist is pivotal in coordinating the operational management and support of key platforms and technology across the Sport Clips digital ecosystem. This role ensures seamless integration of platform administration with traditional IT support functions, delivering a holistic technology support experience to both corporate and retail environments.
Scope:
1. Technology Deployment & Support:

• Manage the deployment, imaging, and setup of new laptops and workstations for both on-site and remote team members.
• Maintain and ensure the optimal functionality of all assigned technology assets, including troubleshooting and resolving hardware and software issues.

2. Business Application Support:

• Serve as a support contact for business-specific applications, assisting franchisees in utilizing platforms to access corporate resources effectively.
• Provide training, troubleshooting, and guidance on the operational support of business-specific platforms to ensure users can leverage full capabilities.

3. Retail Technology Management:

• Take an active role in supporting retail operations, particularly focusing on Point of Sale (POS) systems.
• Address and resolve technical issues related to retail-specific hardware and software, ensuring minimal downtime and optimal operational efficiency.

4. Asset Management & Maintenance:

• Diligently maintain records of all technology assets, ensuring accurate tracking and management.
• Schedule and execute regular upgrades and maintenance activities to ensure the longevity and reliability of IT resources, ensuring assets remain in compliance.

5. Security & Compliance:

• Uphold strict security standards and privacy protocols, ensuring the secure and compliant usage of all technology assets.
• Stay abreast of industry best practices and emerging security threats, applying this knowledge to safeguard organizational data.

6. User Training & Support:

• Provide training and guidance to end-users on the effective operation of various hardware and software.
• Utilize the internal helpdesk ITSM system to keep detailed records of all service calls, deployments, and user interactions.

7. Collaboration & Continuous Improvement:

• Work collaboratively with IT team members and other departments to identify areas for process improvement.
• Contribute to the development of an informational knowledge base, enhancing the accessibility of technical information and resources.

Key Criteria/Requirements:

• Associate Degree in Information Technology, A+ Certification, or equivalent work experience in IT support and administration, minimum 3 years
• Proven experience as an IT Technician, Business Platform Administrator, or in a similar role
• Experience in supporting retail environments, particularly with Point-of-Sale (POS) systems and kiosks
• Strong diagnostic and problem-solving abilities
• Experience with both Windows and Mac based systems
• Software experience with Microsoft Office and other business applications
• Able to provide telephone support to remote users, and be familiar with remote support tools
• Positive attitude and friendly, customer-centric demeanor is essential
• Understanding of how to work with others to accomplish required tasks
• Able to work in a fast-paced environment subject to rapid shifts
• Good communication skills
• Able to think dynamically
• Experience supporting printers a plus
• Experience with cloud-based telephone systems a plus
• Must have a strong understanding of IT principles with the ability to communication those principles and technical concepts effectively to a varied and mostly non-technical audience
• Prolonged periods of sitting at a desk and working on a computer, as well as a moderate amount of walking and standing
• Must be able to lift up to 50 pounds at times
• Ability to work on-site in Georgetown, TX, with occasional opportunities to work from home