IT Helpdesk & Retail Tech Support Specialist

Huddle House, Inc.; Sandy Springs (GA); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Huddle House, Inc. is seeking an IT Shared Services Technician to provide first-level support for enterprise users and retail stores. You will manage tickets, diagnose hardware and software issues, and assist with onboarding and store technology support.

You will work in a fast-paced environment, balancing incident response with documentation, updates to knowledge bases, and adherence to SLAs. This role requires strong problem-solving, communication, and teamwork across IT and store operations.

Qualifications

• Associate’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• At least 1–2 years of experience in a technical support role or similar position.
• Proficiency in Windows and macOS operating systems.

Responsibilities

• Provide first-level technical support for hardware, software, and peripherals.
• Record, track, and document service tickets with SLA adherence.
• Troubleshoot and resolve PC, laptop, printer, and peripheral issues.
• Assist with onboarding new employees including hardware/software setup.
• Support retail store technology including POS hardware and software.
• Escalate unresolved issues to higher levels of IT support as needed.
• Create and update technical documentation and knowledge base articles.
• Install, configure, and update software and operating systems.
• Support IT security policies including user access controls.
• Maintain IT hardware and software inventory.
• Deliver excellent customer service and communication to end users.

Skills

Problem-solving

Communication

Independent worker

Time management

Education

Associate’s degree in information technology

Tools

Windows

macOS

Network management

ITSM software

Remote desktop

Job description

Huddle House, Inc. is seeking an IT Shared Services Technician to provide first-level support for enterprise users and retail stores. You will manage tickets, diagnose hardware and software issues, and assist with onboarding and store technology support.

You will work in a fast-paced environment, balancing incident response with documentation, updates to knowledge bases, and adherence to SLAs. This role requires strong problem-solving, communication, and teamwork across IT and store operations.