IT Specialist at My Wireless in Remote

Summary: My Wireless is seeking an IT Support Specialist I – Retail (Level 1) responsible for providing first-level technical support to retail locations. This entry-level role focuses on basic troubleshooting, ticket intake, and issue triage while working under direct supervision. Responsibilities: - 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 - 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 - 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 - 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 - 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 - Perform basic troubleshooting and verification steps - Assist with provisioning, replacements, or testing as directed - Escalate complex issues or perform assisted troubleshooting with oversight - 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 Required Qualifications: - High school diploma or equivalent required Preferred Qualifications: - IT coursework, certification, or training preferred - 0–1 years of IT support or helpdesk experience preferred Required Skills: Level 1 troubleshooting, Ticketing system documentation, Issue escalation, Level 2 troubleshooting, Hardware troubleshooting, Network connectivity checks, UCaaS, VoIP, Printer support, CCTV support, User access support, Password reset