Store Systems Support Technician I

Helzberg Diamonds Shops, Inc.; Kansas City (MO); Hybrid; USD 25,000 - 41,000; Full time

Job summary

Helzberg Diamonds is seeking a Store Systems Support Technician to provide timely help desk support for store systems, including POS, hardware, software, and network issues. You will troubleshoot and resolve problems, monitor data transmission, and collaborate with cross-functional teams and external vendors to ensure system uptime.

This hybrid role requires onsite presence at least three days per week in North Kansas City, MO, to support hands-on troubleshooting and equipment handling.

Qualifications

• Associate's degree preferred or equivalent work experience.
• 1–3 years in retail systems support or help desk preferred.
• Experience with POS systems and retail operations preferred.
• Strong problem-solving and communication skills; able to handle multiple priorities.

Responsibilities

• Respond to and resolve help desk tickets for store systems.
• Troubleshoot and resolve technical issues, escalate as needed.
• Monitor and support data transmission processes.
• Diagnose, test, repair, and replace store system hardware.
• Document issues and resolutions for knowledge base.
• Collaborate with cross-functional teams and external vendors.
• Support testing of system updates and new software releases.
• Maintain system integrity and data accuracy.

Skills

Problem solving

Analytical thinking

Communication

Customer service

Education

Associate's degree

Tools

SQL

Command line

Remote support tools

Microsoft Office

Job description

THE DEPARTMENT

The Information Technology Department is responsible for the establishment and maintenance of a secure technology

Job Description

THE DEPARTMENT

The Information Technology Department is responsible for the establishment and maintenance of a secure technology infrastructure to support the Product, People, Promotion, Place and Profit areas of Helzberg Diamonds. It accomplishes this through the design, development and deployment of automated systems to meet the information and process needs of each major line of business: human resources, merchandise, marketing, finance, stores, and E-Commerce. In addition to these lines of business applications, the IT organization is responsible for the collection and correlation of all company electronic information assets into an enterprise Data Warehouse which is used to support the overall analytical and reporting information needs of the business.

Position Summary

The Store Systems Support Technician is responsible for providing timely, effective technical and procedural support for store systems across the organization. This role troubleshoots and resolves basic to intermediate hardware, software, and network issues, while developing the ability to independently diagnose and solve problems. This position partners cross-functionally with internal departments, including Computer Operations, Real Estate, Marketing, Merchandising, Credit, Training, Sales Audit, and Customer Service—to resolve issues impacting store operations. The role also collaborates with external vendors and service providers to support system functionality, including payment processing, hardware maintenance, and network services.

Principal Accountabilities

• Respond to and resolve help desk tickets (calls, emails, and system requests) related to store systems, including POS, hardware, software, and network issues, ensuring timely and accurate support.
• Troubleshoot and resolve basic to intermediate technical issues, escalating more complex problems as needed while maintaining ownership through resolution.
• Monitor and support store data transmission processes, including polling and re-polling activities, to ensure data accuracy and system integrity.
• Diagnose, test, repair, and replace store system hardware to minimize downtime and maintain operational efficiency.
• Utilize technical tools and systems (e.g., remote access tools, SQL queries, network monitoring platforms) to investigate and resolve issues.
• Support testing and validation of system updates, enhancements, and new software releases to ensure stability prior to deployment.
• Collaborate with cross-functional teams and external vendors to resolve system issues and improve processes.
• Document issues, resolutions, and procedures to contribute to knowledge base resources and continuous improvement efforts.

QUALIFICATIONS:

• Associate's degree in Information Technology, Business Administration, or a related field preferred, or equivalent work experience.
• 1-3 years of experience in retail systems support, help desk, or technical support environment preferred.
• Working knowledge of POS systems and retail operations preferred.
• Basic proficiency with Microsoft Office (Word, Excel) and exposure to technical tools such as SQL, command line interfaces, or remote support tools preferred.
• Strong problem-solving, analytical, and organizational skills with the ability to manage multiple priorities.
• Excellent communication and customer service skills, with the ability to support both technical and non-technical users.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Hybrid work schedule requiring consistent onsite presence (minimum three days per week) to support hands-on troubleshooting, equipment handling, and team collaboration.

COMPETENCIES:

Analytical Thinking, Customer Focus, Problem Solving, Accountability, Integrity, Communication Skills, Adaptability, Teamwork and Cooperation

Auto req ID

7804BR

Location

SSC-Store Support Center

City and State

North Kansas City, MO