Tier 1 It Helpdesk Support

About Daiso USA:

We are a 50-year-old, family-owned company, with over 100,000 products - consider us the one-stop- shop for all your household needs. We have a global presence with over 6,000 stores, including more than 100 in the US, spanning across CA, WA, AZ, NY, NJ, and TX. Our aim is to expand to 1,000 US stores within the next six years. We promise to be a haven for shoppers seeking quality merchandise at affordable prices. With our extensive range of products spanning various categories, including Japanese inspired home decor, stationery, food, and more, we have become synonymous with accessible and innovative offerings.

Job Description:

We are seeking a motivated and experienced Tier 1 IT Helpdesk Technician to join our dynamic IT team. This role is critical in providing advanced technical support for our HQ and existing stores, while also supporting the deployment of new stores. The ideal candidate will have a strong background in IT support, with specific skills in POS hardware, Pin Pad terminals, IT hardware asset management, and network infrastructure. You will play a key role in resolving helpdesk tickets efficiently, escalating complex issues as needed to Tier 2 support, and ensuring the seamless operation of our IT Infrastructure.

Responsibilities:

• Act as a primary contact for all IT-related issues within existing stores, ensuring high levels of customer satisfaction.
• Prioritize tasks efficiently to meet service level agreements and minimize downtime
• Efficiently resolve Tier 1 helpdesk tickets and escalate to Tier 2 support when necessary, maintaining clear communication with all stakeholders.
• Install, configure, and troubleshoot POS systems, ensuring minimal downtime and maximum efficiency. As needed acting as a backup
• Deploy and troubleshoot Pin Pad terminals, ensuring secure and reliable transactions for customers.
• Manage and track IT hardware assets throughout their lifecycle, including tracking and managing inventory, conducting audits, and optimizing asset utilization.
• Assist in the configuration and ongoing support of our network infrastructure to ensure stable and secure operations.
• Provide support for all hardware/software configurations within the organization, ensuring systems are optimized and secure.
• Educate store associates and operations teams on technology usage and best practices.
• Document all troubleshooting procedures, solutions, and IT configurations to improve the helpdesks efficiency and effectiveness.
• Coordinate with 3rd party vendors for additional support and services as needed, ensuring timely and cost-effective resolutions.
• Assist (as backup) in the IT setup and deployment for new store openings as needed, ensuring all systems are operational before launch.
• Provide onsite IT support as needed, ensuring immediate resolution of critical issues to minimize operational disruptions.

Requirements:

• Associate’s or Bachelor's degree in Information Technology, Computer Science, or related field (preferred) or relevant experience.
• CompTIA A+/CompTIA Network+ certification (preferred) or relevant experience.
• At least 1 year of experience in an IT helpdesk or technical support role, with a proven track record of resolving complex IT issues.
• Strong knowledge of POS systems, network infrastructure, and various IT related hardware.
• Experience with IT asset management and documentation practices.
• Excellent troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team, with strong communication and coordination skills.
• Familiarity with ITIL practices is preferred.
• Willingness to travel to store locations as needed for deployment and support activities.

Benefits:

• Competitive salary
• Health insurance
• Retirement plan options
• Paid time off
• Professional development opportunities

If you are a proactive, detail-oriented IT professional with a passion for technology, an unyielding

willingness to learn, and a strong desire to grow within a dynamic team, we encourage you to seize this

exciting opportunity. Your enthusiasm for continuous learning and improvement will be a cornerstone

of our team's success. Please submit your resume and cover letter, highlighting not only your relevant

experience and qualifications but also your commitment to personal and professional development. Join

us in shaping the future with your expertise, curiosity, and drive.