Senior Retail IT Helpdesk Lead (Weekend Coverage)

Windsor; Valla (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Windsor is seeking an experienced Senior Retail IT Helpdesk Technician to act as the senior escalation resource for the Retail Helpdesk during weekends, guiding shifts and ensuring continuity when the Helpdesk Supervisor is unavailable.

You will own coordination of store technology work, including POS systems, mobile devices, printers, payment peripherals, networks, and third‑party technician dispatches, across multiple stores and vendors.

Qualifications

• 4–6 years in helpdesk or retail technology support.
• Experience as escalation resource or shift lead preferred.
• Strong written and verbal communication for non-technical staff.
• Familiar with POS environments, Apple/iOS devices, Windows 10/11, AD, and wifi networks.
• Ability to coordinate remote and on-site technicians for store work.

Responsibilities

• Serve as senior escalation point for weekend shifts and store teams.
• Provide shift level coverage and assign next actions to owners.
• Monitor support queues and prioritize high-impact incidents.
• Coordinate advanced troubleshooting for store tech including POS, printers, and networks.
• Direct third-party field technicians and vendors with clear scopes and access needs.
• Document issues, actions, and outcomes; ensure handoffs and status updates.

Skills

Helpdesk experience

Retail tech support

Escalation leadership

Strong communication

Incident coordination

Multi-team coordination

Mobile device management

Windows 10/11 basics

Google Workspace

Tools

Active Directory

Google Workspace

Ticketing systems

Remote support tools

Job description

Windsor is seeking an experienced Senior Retail IT Helpdesk Technician to act as the senior escalation resource for the Retail Helpdesk during weekends, guiding shifts and ensuring continuity when the Helpdesk Supervisor is unavailable.

You will own coordination of store technology work, including POS systems, mobile devices, printers, payment peripherals, networks, and third‑party technician dispatches, across multiple stores and vendors.