IT Specialist

Position Summary

The IT Support Specialist I – Retail (Level 1) is an entry-level IT support role responsible for providing first-level technical support to My Wireless AT&T retail locations. This position focuses on basic troubleshooting, ticket intake, issue triage, and escalation, while also gaining exposure to IT projects and higher-level support activities under direct supervision.

This role may assist with Level 2 issues and project work only under the guidance and oversight of the IT Manager or senior IT staff. The position does not independently own advanced troubleshooting, system configuration, vendor management, or infrastructure decisions.

Essential Job Duties and Responsibilities

Level 1 Ticket Support & Issue Triage (Primary Responsibility)

• Serve as the first point of contact for IT support tickets submitted by retail locations.
• Perform Level 1 troubleshooting using documented procedures, knowledge base articles, and checklists.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system.
• Identify when issues exceed Level 1 scope and escalate appropriately.
• Follow defined SLAs, escalation paths, and prioritization guidelines.

Assisted Level 2 Support (Under IT Manager Oversight)

• Assist with Level 2 troubleshooting activities as assigned and supervised by the IT Manager or senior IT staff.
• Support diagnostics and remediation efforts for more complex issues after initial triage.
• Perform tasks such as testing, validation, documentation, or implementation support without independent ownership.
• Use Level 2 exposure as a learning opportunity to build technical skills.

Project Support & Implementation Assistance

• Participate in IT projects such as system rollouts, upgrades, store openings, or equipment refreshes under IT Manager direction.
• Assist with project-related tasks including preparation, deployment support, testing, and documentation.
• Follow established project plans, timelines, and change management processes.
• Does not act as a project owner or lead.

Hardware & Peripheral Support (Level 1 / Assisted Level 2)

• Perform basic troubleshooting and setup for store hardware and peripherals.
• Assist with hardware replacement and deployment using predefined configurations.
• Support higher-level hardware troubleshooting only with supervision.

Network & Internet Support (Basic / Assisted)

• Perform basic connectivity checks and validation steps.
• Assist with ISP or aggregator ticket coordination.
• Support additional diagnostics or remediation steps as directed.
• No independent network configuration authority.

UCaaS / VoIP, Printer & CCTV Support (Level 1 / Assisted)

• Perform basic troubleshooting and verification steps.
• Assist with provisioning, replacements, or testing as directed.
• Escalate complex issues or perform assisted troubleshooting with oversight.

System Access & User Support

• Handle basic access requests such as password resets and access verification.
• Assist with access provisioning tasks with proper approvals.
• Support audits or access reviews as requested.
• High school diploma or equivalent required
• IT coursework, certification, or training preferred

Experience

• 0–1 years of IT support or helpdesk experience preferred