Vaco Recruiter Services
Retail Help Desk Technician
Vaco Recruiter Services, Los Angeles, California, United States, 90079
Job Title: 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.
Key Responsibilities
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
Required Qualifications
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
Preferred Qualifications
Experience supporting multiple store locations
Familiarity with retail systems such as POS, inventory, or workforce tools
CompTIA A+ or similar certification
Core Competencies
Ability to remain calm and effective during peak business hours
Strong prioritization and multitasking skills
Service-oriented mindset
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Key Responsibilities
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
Required Qualifications
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
Preferred Qualifications
Experience supporting multiple store locations
Familiarity with retail systems such as POS, inventory, or workforce tools
CompTIA A+ or similar certification
Core Competencies
Ability to remain calm and effective during peak business hours
Strong prioritization and multitasking skills
Service-oriented mindset
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