IT Principal Support Specialist

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The IT Principal Support Specialist is responsible for providing advanced (Level 2) technical support for store technology and communications systems.

Key Responsibilities

• Provide Level 2 technical support for store systems and technology issues.
• Support the Store Systems Help Desk, Field Technical Services, and POS/RX Application Development teams in troubleshooting and resolving complex technical problems.
• Investigate and resolve store hardware and connectivity issues involving communication between corporate and store infrastructure.
• Proactively monitor store systems and network performance utilizing the Orion monitoring platform and automated alerts.
• Identify potential issues that may impact project timelines, installations, or system performance and implement appropriate resolutions.
• Coordinate vendor repairs for telecommunications circuits and equipment, ensuring issues are tracked through resolution.
• Program, maintain, and troubleshoot telephone systems, including diagnostics, equipment installation, and vendor coordination.
• Effectively manage multiple projects and priorities while delivering timely resolutions.
• Utilize critical thinking and problem-solving skills to diagnose and resolve technical issues in a fast-paced environment.

Schedule

• Second Shift: 2:30 PM - 11:00 PM EST
• Weekend coverage required.
• Must be willing to train onsite in Smithfield, RI.
• Following training, the position will transition to a hybrid schedule with 2 days per week in the office.

Required Qualifications

• 1+ year of experience in a technical support or IT support role.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and priorities in a dynamic environment.

Preferred Qualifications

• Knowledge of Point-of-Sale (POS) systems.
• Experience with telephone systems, including Vertical systems.
• Knowledge of 4G and broadband configuration and troubleshooting.
• Understanding of store technology infrastructure, including routers, switches, Wi-Fi, servers, and workstations.
• Willingness to participate in a 24/7 on-call rotation schedule.
• Technical certifications such as A+ or CCNA.
• Technical degree or related education.
• Previous technical support or IT operations experience.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility