On-Call IT Service Desk Technician II (Retail)

The Crawford Group Nevada; Henderson (NV); On-site; USD 50,000 - 70,000; Full time

Job summary

The Crawford Group Nevada is seeking an IT Technician II to provide day-to-day technical support for our store locations, field users, and corporate staff in the Henderson area. You will troubleshoot PCs, POS equipment, and network issues while maintaining clear ticket documentation and customer-focused service.

Responsibilities include deploying hardware, assisting with imaging, and coordinating with vendors on escalations.

Qualifications

• 2–4 years of hands-on IT support experience.
• Prior experience supporting multi-site retail environments.
• Strong working knowledge of Windows workstation support, configuration, updates, and end-user support.
• Experience supporting PCs, laptops, peripherals, printers, scanners, and general end-user hardware.
• Experience supporting POS equipment, payment-related peripherals, or retail technology.
• Experience using ticketing systems to manage incidents, service requests, documentation, escalations, and resolutions.
• Basic understanding of networking concepts including IP addressing, connectivity troubleshooting, cabling, switches, routers, wireless access points, and internet circuits.
• Strong customer service, communication, troubleshooting, and time-management skills.
• Ability to work independently and make sound decisions while supporting store operations.
• Must have reliable transportation and the ability to travel to store, office, and field locations as business needs require.
• Must be able to participate in a rotating 24x7 on-call schedule, including nights, weekends, and holidays.

Responsibilities

• Provide day-to-day technical support for store locations, field users, and corporate employees.
• Troubleshoot and resolve issues related to Windows PCs, laptops, user accounts, software, printers, POS equipment, and related peripherals.
• Respond to tickets, calls, emails, and escalations promptly and document actions in the ticketing system.
• Prioritize issues based on business impact and service levels.
• Escalate complex issues to senior technicians or IT leadership as needed.
• Assist with hardware installation, replacement, configuration, imaging, deployment, and troubleshooting.
• Perform basic network troubleshooting for store and office environments.
• Coordinate with third-party vendors for equipment replacement, dispatches, repairs, and escalated issues.
• Communicate status and next steps clearly with store personnel and IT leadership.

Skills

IT support

Windows support

Customer service

Time management

Independent work

Travel readiness

Tools

Ticketing system

Remote support tools

Microsoft 365

Job description

The Crawford Group Nevada is seeking an IT Technician II to provide day-to-day technical support for our store locations, field users, and corporate staff in the Henderson area. You will troubleshoot PCs, POS equipment, and network issues while maintaining clear ticket documentation and customer-focused service.

Responsibilities include deploying hardware, assisting with imaging, and coordinating with vendors on escalations.