Store Systems Support Technician I Job at Helzberg Diamonds (North Kansas City)

Job Description

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.

Job Responsibility

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

Requirements

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

Nice to have

Associate's degree in Information Technology, Business Administration, or a related field preferred
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

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