Help Desk Specialist - Stores

Help Desk Technician (Remote) – Bilingual English/Spanish

Position Overview

We are seeking customer-focused and tech-savvy Help Desk Technicians to provide remote support to retail store locations across a large, multi-site organization. In this role, you will serve as the first point of contact for store associates experiencing technical issues and help resolve problems quickly to minimize business disruption.

This is an excellent opportunity for individuals with retail operations experience, customer service backgrounds, or entry-level IT support experience looking to grow their technology careers.

Key Responsibilities

• Respond to inbound support requests via phone, email, and web-based ticket submissions.
• Create, update, and manage support tickets in the organization's ticketing system.
• Troubleshoot hardware and software issues involving point-of-sale systems, printers, scanners, payment devices, Windows workstations, and related technology.
• Guide end users through troubleshooting steps and basic fixes.
• Escalate complex technical issues to appropriate support teams when necessary.
• Follow established procedures, troubleshooting guides, and knowledge base articles to ensure consistent service delivery.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Monitor and follow up on open incidents to ensure timely resolution.
• Identify recurring issues and communicate trends to leadership.
• Stay informed on technology updates, system enhancements, and operational changes.
• Assist with knowledge base maintenance and process documentation improvements.
• Support special projects, system deployments, and new location openings as assigned.

Required Qualifications

• Experience working in a fast-paced retail, customer service, call center, or technical support environment.
• Strong troubleshooting and problem-solving abilities.
• Familiarity with Windows-based systems, point-of-sale technology, printers, scanners, and basic networking concepts.
• Excellent verbal and written communication skills.
• Customer-focused mindset with patience and professionalism.
• Ability to follow established processes while identifying opportunities for improvement.
• Comfortable managing multiple calls, tickets, and priorities simultaneously.
• Bilingual in English and Spanish (required).
• High school diploma or equivalent.

Preferred Qualifications

• Previous Help Desk, Service Desk, Technical Support, or IT Support experience.
• Experience working with ticketing systems such as ServiceNow or similar platforms.
• CompTIA A+, Network+, or other technical certifications.
• Experience training, mentoring, or assisting coworkers in a professional environment.

Desired Skills

• Help Desk Support
• Call Center Operations
• Technical Troubleshooting
• ServiceNow or Similar Ticketing Systems
• Retail Technology Support
• Customer Service
• Incident Management
• Hardware & Software Support
• Documentation & Knowledge Management
• Windows Operating Systems

Work Environment

• Fully remote position
• Fixed schedule assigned upon hire
• Occasional schedule flexibility may be required based on business needs and team coverage requirements

Experience Level

Entry Level to Early Career

Ideal Candidate

The ideal candidate enjoys helping others, thrives in a fast-paced support environment, and has a passion for troubleshooting technology issues. Retail operations experience combined with strong customer service skills is highly valued for this role.

Job Type & Location

This is a Contract position based out of Philadelphia, PA.

Pay and Benefits

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Aug 25, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.