Senior IT Support Specialist

Job Summary

The Senior IT Support Specialist provides advanced technical support for corporate and multi-location retail environments. This role serves as the escalation point for complex technical issues, supports store-critical systems, mentors junior team members, and helps maintain reliable, secure, and efficient IT operations across corporate offices and retail locations.

• Serve as the senior escalation point for complex corporate and retail IT support issues
• Provide mentorship, technical guidance, and knowledge sharing to junior IT Support Specialists
• Assist with task prioritization, workload coordination, and support team collaboration
• Support and troubleshoot POS systems and payment processing devices across retail locations
• Maintain and troubleshoot store networking infrastructure including WAN, VPN, Wi-Fi, switches, and firewalls
• Provide support for Windows and macOS endpoints including laptops, desktops, and mobile devices
• Support printers, scanners, handheld devices, and other retail technology peripherals
• Support server virtualization environments (VMware) and hybrid Microsoft environments including Active Directory, Entra , Microsoft 365, and Azure
• Administer and support MDM, RMM, and endpoint management tools
• Provide support for VoIP systems and related telecommunications infrastructure
• Assist with cybersecurity operations including patch management, endpoint security, and access controls
• Perform hardware installation and configuration for servers, networking equipment, POS systems, and endpoint devices
• Support basic scripting, software troubleshooting, and database inquiries (Python, Java, SQL)
• Maintain accurate IT asset management (ITAM) records and inventory tracking
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Coordinate with external vendors and service providers as needed
• Support IT infrastructure projects and retail store technology rollouts

• Previous lead, senior, or supervisory experience mentoring junior IT support staff preferred
• Strong experience supporting POS systems, retail networking environments, and endpoint devices
• Experience working with VMware and Microsoft hybrid environments
• Knowledge of VoIP systems, cybersecurity fundamentals, MDM, RMM, and ITIL concepts
• Ability to troubleshoot issues across hardware, software, and network layers
• Strong written and verbal communication skills with the ability to document technical processes clearly
• Bilingual in Mandarin and English preferred but not required
• CompTIA A+ certification preferred
• Cisco certification (CCNA or equivalent) preferred
• Microsoft certification (Microsoft 365, Azure, or Windows) preferred
• Experience supporting large retail or multi-location environments preferred

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field preferred
• 5+ years of IT support or IT operations experience within retail or multi-site environments

USD $80,000.00 - USD $94,000.00 /Yr.