IT Support Technician II

Palmetto Moon; North Charleston (SC); On-site; USD 50,000 - 70,000; Full time

Job summary

Palmetto Moon is seeking an experienced IT Support Specialist for our Corporate HQ in North Charleston, SC. You will act as the escalation point for complex hardware, software, and retail technology issues across stores and corporate locations.

Responsibilities include diagnosing network problems, supporting POS systems, coordinating with vendors, and maintaining documentation. Flexible scheduling and after-hours availability are required; travel may be occasional.

Qualifications

• 3+ years in IT support or help desk with advanced troubleshooting.
• Strong hardware, Microsoft software, and networking troubleshooting skills.
• Experience owning escalated issues through resolution and working with outside vendors.
• Ability to explain technical issues clearly to non-technical store teams and to IT leadership.
• Availability for after-hours escalations and extra coverage during Q4 and other peak periods.
• Experience with retail point-of-sale systems (Celerant, Made4net, or similar) or a multi-location retail environment preferred.
• Security camera/NVR and Wi-Fi or firewall experience.
• Technical certifications such as CompTIA A+/Network+ or Microsoft.
• Experience writing SOPs or knowledge-based articles.

Responsibilities

• Serve as the escalation point for complex hardware, software, network, system, and retail technology issues that first-level support can't resolve.
• Troubleshoot advanced issues independently, identify root causes, and implement fixes that minimize disruption to our stores.
• Provide advanced support for retail technology and peripherals, including point-of-sale systems, payment devices, printers, scanners, and mobile devices.
• Diagnose network connectivity and access issues, escalating to vendors or technology partners when necessary.
• Manage escalated tickets through resolution, coordinating with vendors, service providers, and internal partners.
• Configure, deploy, maintain, and replace IT equipment and systems across store and corporate locations.
• Spot recurring issues and trends and recommend fixes or process improvements to reduce future support needs.
• Create and maintain technical documentation, troubleshooting procedures, knowledge-based articles, and SOPs.
• Support Technician I team members through troubleshooting and help build their technical skills.
• Support new store openings, system upgrades, equipment refreshes, and technology rollouts; test new hardware, software, and updates before broader deployment.
• Keep IT assets and configurations accurately documented and promptly elevate major outages or security concerns to IT leadership.

Skills

IT support

Help desk

Troubleshooting

Networking

Microsoft software

Vendor coordination

Communication

After-hours availability

Documentation writing

Security awareness

Tools

POS systems (Celerant)

POS systems (Made4net)

NVR

Wi-Fi

Firewall

Job description

Job Details: Job Location: Corporate HQ - North Charleston, SC 29406, Position Type: Full Time, Position Summary

Key Responsibilities

• Serve as the escalation point for complex hardware, software, network, system, and retail technology issues that first-level support can't resolve.
• Troubleshoot advanced issues independently, identify root causes, and implement fixes that minimize disruption to our stores.
• Provide advanced support for retail technology and peripherals, including point-of-sale systems, payment devices, printers, scanners, and mobile devices.
• Diagnose network connectivity and access issues, escalating to vendors or technology partners when necessary.
• Manage escalated tickets through resolution, coordinating with vendors, service providers, and internal partners.
• Configure, deploy, maintain, and replace IT equipment and systems across store and corporate locations.
• Spot recurring issues and trends and recommend fixes or process improvements to reduce future support needs.
• Create and maintain technical documentation, troubleshooting procedures, knowledge-based articles, and SOPs.
• Support Technician I team members through troubleshooting and help build their technical skills.
• Support new store openings, system upgrades, equipment refreshes, and technology rollouts; test new hardware, software, and updates before broader deployment.
• Keep IT assets and configurations accurately documented and promptly elevate major outages or security concerns to IT leadership.

Qualifications:

Qualifications

• 3+ years of IT support or help desk experience, including advanced troubleshooting.
• Strong hardware, Microsoft software, and networking troubleshooting skills.
• Experience owning escalated issues through resolution and working with outside vendors.
• Ability to explain technical issues clearly to non-technical store teams and to IT leadership.
• Availability for after-hours escalations and extra coverage during Q4 and other peak periods.
• Experience with retail point-of-sale systems (Celerant, Made4net, or similar) or a multi-location retail environment preferred.
• Security camera/NVR and Wi-Fi or firewall experience.
• Technical certifications such as CompTIA A+/Network+ or Microsoft.
• Experience writing SOPs or knowledge-based articles.

Work Environment & Schedule

• Ability to bend, twist, stoop, and stand for extended periods.
• Must be able to lift 35 lbs. with or without reasonable accommodation.
• Must be able to work a flexible schedule including evenings or weekends, as needed.
• Occasional travel may be required.