Retail Support Administrator

Qualifications

• Bachelors Degree in Information Technology, Computer Science, Business, or a related field or equivalent experience. Relevant certifications (e.g., CompTIA A+, ITIL, or vendor-specific POS certifications) are a plus.
• 2+ years of experience in POS system administration, retail technology support, hardware troubleshooting, or related technical support roles.
• Ability to perform physical tasks including lifting hardware and equipment up to and occasionally exceeding 75 pounds.
• Proficient in supporting retail POS systems, tagging equipment, digital signage hardware, pin pads, and content management platforms (experience with Command Point or similar preferred).
• Advanced knowledge of troubleshooting hardware/software issues, ticketing systems, and basic network concepts is required.
• Demonstrated ability to handle tier 2 support cases, work with large-scale retail environments, and present technical information in business terms.
• Comfortable working independently, managing multiple support tickets and projects with competing priorities.

Primary Duties/Responsibilities

• Collaborate across departments to gather business and technical requirements, ensuring POS, tagging, and digital signage systems align with organizational retail and operational goals.
• Provide tier 2 support for the POS system and tagging system, including troubleshooting support tickets, diagnosing issues, and coordinating with vendors or tier 3 support when needed.
• Serve as the single point of contact (SPOC) for Digital Signage, managing the addition of new content, supporting related request tickets, configuration, maintenance, troubleshooting, and coordination of repairs/replacements.
• Provide tier 2 support for pin pad hardware and related issues, including connectivity problems, payment processing errors, and hardware failures.
• Act as the lead point of contact for retail technology support, providing end-users with clear documentation, training, and guidance on system navigation and issue resolution.
• Drive system reliability and data quality standards, ensuring accuracy, consistency, and uptime across POS, tagging, and signage systems.
• Identify and implement process improvements in retail technology support and administration.
• Extract and analyze system logs, transaction data, and error reports to troubleshoot issues, identify trends, and support performance tracking.
• Translate store team questions and reported issues into actionable technical resolutions, using diagnostic tools and vendor resources.
• Guide store operations and retail stakeholders in understanding system workflows, hardware setup, and troubleshooting steps.

Benefits

• Individual and family medical benefits for full-time employees working 30 or more hours per week.
• Individual and family dental and vision benefits on the first of the month following the hire date for employees working 20 or more hours week.
• Voluntary Life and AD&D Insurance on the first of the month following the hire date for employees working 20 or more hours per week.
• 403(B) Retirement on date of hire for employees working 20 or more hours per week.
• 403(B) Retirement + Employer Match after one year of employment for employees working 20 or more hours per week.
• 401(A) Retirement on date of hire for employees working 20 or more hours per week.
• PTO Accrual up to 15 days based on hours worked.
• Employee store discount
• Paid holidays
• Flexible Schedules
• Career Growth Opportunities