Retail Help Desk Technician

Retail Help Desk Technician Role Overview

The Retail Help Desk Technician provides frontline technical support to store teams, ensuring point-of-sale systems, devices, and retail applications operate smoothly. This role supports a high-volume, fast-paced retail environment and focuses on rapid issue resolution, clear communication, and minimal disruption to store operations.

• Provide Level 1-2 technical support to retail store users via phone, chat, and ticketing systems
• Troubleshoot POS systems, payment devices, printers, handhelds, and store networks
• Support retail applications including POS, inventory, and workforce systems
• Resolve hardware and software issues for store devices (registers, tablets, scanners, peripherals)
• Escalate complex issues to Tier 2/3 teams while maintaining ownership and follow-through
• Document incidents, resolutions, and known issues in a ticketing system
• Support new store openings, store refreshes, and seasonal peak periods as needed
• Maintain strong customer service while working under time-sensitive SLAs

• 1-3 years of IT support or Help Desk experience in a retail or high-volume environment
• Experience supporting POS systems and retail hardware
• Strong troubleshooting skills across Windows, peripherals, and basic networking
• Experience using ticketing systems and following SLA-driven workflows
• Strong communication and customer service skills

• Experience supporting multiple store locations
• Familiarity with retail systems such as POS, inventory, or workforce tools
• CompTIA A+ or similar certification

• Ability to remain calm and effective during peak business hours
• Strong prioritization and multitasking skills
• Service-oriented mindset

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact  .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application.

In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring…