Blue Bridge People

Blue Bridge People is a talent partner that connects top technical and business professionals with forward-thinking organizations. Since 2020, they have focused on humanizing the hiring experience…

AIEngineeringGlobal WorkforceITRecruitingSTEM TalentTalent AcquisitionWorkforce Solutionsbluebridgepeople.com

Blue Bridge People

Blue Bridge People is a talent partner that connects top technical and business professionals with forward-thinking organizations. Since 2020, they have focused on humanizing the hiring experience…

AIEngineeringGlobal WorkforceITRecruitingSTEM TalentTalent AcquisitionWorkforce Solutionsbluebridgepeople.com

HQCincinnati, US

Team Size19

Open Jobs8

Total Funding-

Latest FundraiseUnknown

Join the Team

IT Support - Store Systems & Windows 10/11

On-SiteCincinnati Metropolitan Area, US

On-Site • Cincinnati Metropolitan Area, US

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This is a long-term contract with potential to convert to full-time

MUST BE CURRENTLY LOCATED in Cincinnati and able to come on site 5 days a week

**Please, no C2C/3rd parties**

Position Overview

We are seeking a Level 2 Help Desk Technician to provide advanced technical support within a high-volume call center environment supporting retail store locations. This role will focus on resolving escalated technical issues, reducing a significant backlog of support tickets, and delivering high-quality customer service to non-technical end users.

The ideal candidate will have strong Windows 10/11 expertise, hands-on troubleshooting experience with retail hardware and peripherals, and a disciplined approach to documentation and incident management.

Key Responsibilities

Required Qualifications

Preferred Qualifications

Experience supporting multi-site retail environments
Familiarity with ITSM platforms (ServiceNow, Jira, Freshservice, etc.)
Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
CompTIA A+, Network+, or equivalent certifications

Key Competencies

Structured troubleshooting methodology
Strong customer service orientation
Ability to prioritize in a fast-paced, ticket-driven environment
Clear and concise documentation skills
Patience and professionalism when supporting retail store personnel

Provide Level 2 technical support for retail store environments via phone, ticketing system, and remote tools

Triage, troubleshoot, and resolve escalated incidents related to Windows workstations and retail hardware

Address a large backlog of open support tickets, prioritizing and resolving issues in a structured and timely manner

Diagnose and resolve issues related to:

Windows 10 and Windows 11 operating systems

Active Directory (user accounts, password resets, group policies, permissions)

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

VPN connectivity and network-related issues

Troubleshoot and support retail-specific peripherals, including:

Credit card readers (EMV/NFC devices)

Receipt and label printers (thermal printers preferred)

Handheld scanners and mobile retail devices

Barcode scanners and cash drawers

Document all incidents thoroughly in the ticketing system, including:

Troubleshooting steps taken

Escalation notes (if applicable)

Communicate technical concepts clearly to non-technical retail staff

Collaborate with Level 1 support and infrastructure teams for issue escalation when required

Identify recurring issues and recommend process or technical improvements

3+ years of IT support experience in a Help Desk or Service Desk environment

Experience working in a call center or high-volume ticketing environment

Strong hands-on experience with:

Windows 10 and Windows 11 administration and troubleshooting

Active Directory user and group management

Microsoft 365 applications

Remote support tools

Demonstrated experience troubleshooting retail hardware and peripherals:

Credit card terminals

Receipt/thermal printers

Handheld devices and barcode scanners

Strong incident documentation skills with attention to detail

Experience working through and reducing a large ticket backlog

Excellent verbal communication skills with the ability to support non-technical users