IT Help Desk Support

The SWATCH Group; Miami, Secaucus (FL, NJ); On-site; USD 55,000 - 70,000; Full time

Job summary

The SWATCH Group is seeking an IT Help Desk Support to provide first- and second-level technical assistance to stores, offices, and remote users. You will diagnose hardware and software issues, deploy new workstations and POS systems, and ensure retail operations run smoothly across locations.

Travel to retail sites up to 15% and support Cegid POS, Microsoft 365, and VPN connectivity. You will manage IT assets and assist with onboarding and on-call support for retail operations.

Qualifications

• Experience providing IT support to end users.
• Knowledge of POS systems and Microsoft 365.
• Ability to travel to retail sites up to 15%.
• Familiarity with Active Directory and security basics.

Responsibilities

• Provide first- and second-level technical support to stores, distribution, and offices.
• Diagnose, repair, and replace desktops, laptops, and printers to minimize downtime.
• Install and deploy workstations, POS systems, and software.
• Travel to retail sites for new/renovated locations and user training.
• Support and troubleshoot Cegid POS applications and ensure retail operations run smoothly.
• Manage software licenses and IT assets for compliance and tracking.
• Troubleshoot email, Outlook, and mobile device issues across MS 365 and iOS.

Skills

Customer support

IT troubleshooting

Active Directory

Remote support

POS systems

Network troubleshooting

ServiceNow

Desktop repair

Software deployment

Microsoft 365

Tools

Cegid POS

Microsoft 365

ServiceNow

VPN

Windows OS

Job description

Job description

IT Help Desk Support – Information Technology Team

• Provide first-level and second-level technical support to retail stores, distribution/service center, corporate office employees, and remote users.
• Diagnose, repair, and replace desktop, laptop, POS, printer, and peripheral hardware to minimize business downtime.
• Install, test, configure, and deploy new workstations, POS systems, printers, and software applications.
• Comfortable traveling to retail sites for new and renovated retail locations, including user training and system orientation.
• Support and troubleshoot Cegid POS applications, ensuring seamless retail operations.
• Manage software licenses, IT assets, and inventory records to maintain compliance and accurate tracking.
• Resolve email and mobile device issues across Microsoft Outlook, Microsoft 365, iOS, and IOS App Platforms.
• Troubleshoot network connectivity issues involving LAN/WAN, wireless networks, VPN connections, and retail store communications.
• Support remote workforce users through remote access tools, assisting with hardware, software, and system upgrades.
• Serve as a point of contact for IT service requests received via phone, email, ticketing systems, and Microsoft Teams.
• Administer Active Directory user accounts, password resets, security group management, and account maintenance.
• Perform basic network, system, and application troubleshooting to identify and resolve operational issues.
• Coordinate service requests and escalations with internal IT teams, External vendors, and third-party support providers.
• Execute workstation hardware refreshes and software upgrades to ensure system reliability, performance, and security compliance.
• Participate in rotating on-call support schedules, providing after-hours and weekend technical assistance for retail operations.
• Use of ServiceNow for documentation of incidents, resolutions, hardware inventory, and support procedures.
• Travel to retail locations may be required up to 15% of the time