IT Specialist

## Description

## **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.

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## **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.

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### **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.

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### **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.

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### **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**.

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### **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.

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### **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.

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### **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.

## Qualifications

• High school diploma or equivalent required
• IT coursework, certification, or training preferred

**Experience:**

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