Information Technology Help Desk

Perfumania; Town of Florida (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Perfumania is seeking an IT Helpdesk Technician I to be the first point of contact for technology support across the corporate office, distribution centers, and ~240 retail locations. You will troubleshoot, document, resolve, and escalate IT incidents with a focus on minimal business disruption.

The role covers Windows desktops, Microsoft 365, Active Directory, basic networking, and hardware/peripherals support, in a fast-paced retail environment. On-site corporate office location only.

Qualifications

• High School Diploma or GED is required; an associate degree is preferred.
• 1–2 years of Helpdesk, Desktop Support, or Retail Technology Support experience.
• Experience with retail POS and customer service is a plus.

Responsibilities

• Serve as the first point of contact for IT support requests received via phone, email, chat, and the IT ticketing system.
• Create, prioritize, document, and manage support tickets through resolution while meeting service level expectations.
• Troubleshoot hardware, software, operating systems, printers, and peripheral devices.
• Support retail POS systems, receipt printers, barcode scanners, payment terminals, cash drawers, and label printers.
• Assist stores with register configuration, pricing issues, tender discrepancies, and end-of-day processes.
• Perform basic troubleshooting of network connectivity, VPNs, and wireless access points; escalate as needed.
• Configure, deploy, image, and support Windows desktops, laptops, tablets, and other endpoint devices.
• Perform Active Directory administration, including password resets and user onboarding/offboarding.
• Support Microsoft 365 apps including Exchange Online, Teams, OneDrive, SharePoint, and MFA.
• Coordinate hardware replacements, warranty returns, equipment shipments, and maintain asset records.
• Escalate complex issues to senior IT staff with complete documentation.
• Maintain documentation within the ITSM system and contribute to knowledge base.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

POS systems support

Printers & peripherals

Customer service

Communication skills

Troubleshooting

Certifications preferred

Education

High School Diploma or GED

Associate's degree in Information Technology

Job description

Reports to: Director of Information Technology -FLSA Status: Non-Exempt - Location: Corporate Office, on-site

Position Summary

The IT Helpdesk Technician I serves as the first point of contact for all technology support requests across the corporate office, distribution centers, and approximately 240 retail store locations. This position is responsible for troubleshooting, documenting, resolving, and escalating IT incidents while ensuring minimal disruption to business operations. The role supports end users, point-of-sale (POS) systems, desktop hardware, Microsoft 365, Active Directory, and basic network connectivity, delivering timely and professional technical support.

Essential Duties and Responsibilities

• Serve as the first point of contact for IT support requests received via phone, email, chat, and the IT ticketing system.
• Create, prioritize, document, and manage support tickets through resolution while meeting established service level expectations.
• Troubleshoot hardware, software, operating systems, printers, and peripheral devices.
• Support retail POS systems, receipt printers, barcode scanners, payment terminals, cash drawers, and label printers.
• Assist stores with register configuration, pricing issues, tender discrepancies, and end-of-day processes.
• Perform basic troubleshooting of network connectivity, VPNs, wireless access points, and internet connectivity, escalating issues as appropriate.Configure, deploy, image, and support Windows desktops, laptops, tablets, and other endpoint devices.
• Perform Active Directory administration, including password resets, account unlocks, security group assignments, and user onboarding/offboarding.
• Support Microsoft 365 applications including Exchange Online, Teams, OneDrive, SharePoint, and Multi-Factor Authentication (MFA).
• Coordinate hardware replacements, warranty returns, equipment shipments, and maintain accurate asset records.
• Escalate complex issues to senior IT staff with complete documentation of troubleshooting performed.
• Maintain accurate documentation within the IT service management system and contribute to process improvements and knowledge base documentation.

Qualifications

Education & Experience

High School Diploma or GED required; Associate's degree in Information Technology or related field preferred.

• 1–2 years of Helpdesk, Desktop Support, or Retail Technology Support experience.

Knowledge & Skills

• Working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience supporting desktop hardware, printers, POS equipment, and peripheral devices.Strong troubleshooting, organizational, customer service, and communication skills.
• Ability to manage multiple priorities in a fast-paced retail environment.
• Microsoft or CompTIA certifications (A+, Network+, MS-900, MD-102, AZ-900, or SC-900) are preferred.

Physical Requirements

• Ability to lift and carry up to 40 pounds.
• Ability to stand, walk, bend, and reach for extended periods.