Help Desk Technician

Books A Million; Birmingham (AL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

Paid time off

Employee discounts

401(k) plan

Job summary

Books-A-Million is seeking an IT Helpdesk Support Technician to assist employees with hardware, software, and POS issues. The role emphasizes fast, quality customer service in a high-volume environment, using remote desktop and phone support to resolve problems for corporate and store staff.

You will troubleshoot in a client/server network, manage tickets, and provide remote assistance, ensuring smooth daily technology operations and adherence to company standards.

Qualifications

• High school diploma or GED required.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to troubleshoot technical issues in real time and provide effective problem resolution.
• Strong attention to detail and organizational skills.

Responsibilities

• Troubleshoot, isolate, and resolve IT and POS hardware/software issues in a client/server network environment.
• Troubleshoot Windows servers in bound/unbound networks supporting store servers.
• Troubleshoot LAN/WAN systems and equipment; support Microsoft Office, Adobe Acrobat, and web apps for staff.
• Utilize ticketing software to document status and resolutions; escalate as needed.
• Provide remote support via phone and remote desktop tools; assist publishers with product use via publisher portal.

Skills

Verbal communication

Written communication

Customer service

Troubleshooting

Attention to detail

Education

High school diploma or GED

Tools

Ticketing systems

Remote desktop tools

POS systems

Job description

US:AL:Birmingham | Corporate | ACTIVE FULL TIME

Posted 2 days ago | Apply before November 16, 2026

Description

Job Title

IT Helpdesk Support Technician

Role Summary

The IT Helpdesk Support Technician role supports Books-A-Million employees by providing technical assistance for hardware, software, and Point of Sale (POS) systems. This position operates in a fast-paced call center environment focused on resolving technical issues efficiently through remote desktop tools and phone support. The role partners closely with corporate office and store employees to ensure smooth day-to-day technology operations while delivering high-quality customer service.

Role Responsibilities

Technical Support & Troubleshooting

• • Troubleshoot, isolate, and resolve IT and Point of Sale (POS) hardware and software issues in a client/server network environment.
• • Troubleshoot, isolate, and resolve problems with Windows servers in bound and unbound networks supporting store servers.
• • Troubleshoot, isolate, and report issues related to local area network (LAN) and wide area network (WAN) systems and equipment.
• • Support common business applications including Microsoft Office, Internet Explorer, Adobe Acrobat, and web-based applications for corporate office and store employees.

Ticketing & Escalation

• • Utilise ticket tracking software to document issue status and resolution steps.
• • Escalate unresolved or complex technical issues to the appropriate level of support.

Customer & Publisher Support

• • Provide remote support to end users through phone communication and remote desktop tools.
• • Assist publishers with product use and submissions through publisher portal.
• • Deliver excellent customer service in a high-volume helpdesk environment.

Compliance & Operational Standards

• • Follow all company policies, procedures, and support standards.

Role Qualifications

Required:

• • High school diploma or equivalent GED.
• • Strong verbal and written communication skills.
• • Excellent customer service and interpersonal skills.
• • Ability to troubleshoot technical issues in real time and provide effective problem resolution.
• • Strong attention to detail and organizational skills.

Preferred:

• • Previous experience working in an IT Helpdesk or technical support environment preferred.
• • Experience supporting Microsoft Office, Adobe Acrobat, POS systems, and web-based applications.
• • Familiarity with ticket tracking systems and remote desktop support tools.

Work Environment & Expectations

• • Must be able to sit at a computer or desk for extended periods of time.
• • Must be able to use hands and arms to operate keyboards, telephones, and perform repetitive motion activities.
• • Must be able to lift objects up to 25 pounds with or without assistance.
• • Must be able to communicate using speech, sight, and sound with or without assistive devices.
• • Must be able to stand, walk, stoop, or crouch while performing daily job activities.

***Shift Schedule: ***

· Rotating Shift Schedule (will include weekend support as well):

o 7am – 4 pm - opening shift

o 10am – 7pm - mid shift

o 1:00 – 10pm – closing shift

The Perks

At Books-A-Million, we believe in taking care of our employees. As part of the team, you’ll enjoy a comprehensive benefits package, including:

• Competitive Compensation: We offer competitive pay and performance-based incentives.
• Health & Wellness: Medical, dental, and vision insurance to keep you healthy.
• Paid Time Off (PTO): Enjoy generous PTO and paid holidays.
• Employee Discounts: Get discounts on books and other products across our stores.
• Retirement Savings: Build your future with our 401(k) plan and company contributions.

Equal Employment Opportunity (EEO) Statement

Books-A-Million is an equal opportunity employer committed to fostering a diverse, inclusive, and welcoming workplace. We celebrate and embrace differences, and we strive to create an environment where every individual feels valued and empowered. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

All qualified applicants will receive consideration for employment without regard to their background or personal characteristics. We are dedicated to creating a culture of respect, equity, and opportunity for all employees, and we encourage individuals from all backgrounds to apply.