IT Service Desk Support Specialist

**Role Summary** ================ This role provides frontline IT support for store, field, corporate, remote, and hybrid users. The position focuses on resolving support requests, maintaining user access, supporting end\-user devices and applications, coordinating escalations, meeting service\-level expectations, maintaining accurate records, and improving support documentation. **Responsibilities and Duties** * Effectively, professionally, and respectfully represent Information Systems staff, teams, and services to the end\-user community. * Provide Tier 1 IT support to end users and system administrators across store, field, corporate, remote, and hybrid work environments. * Answer questions, troubleshoot issues, instruct users on hardware and software functionality, and communicate support procedures and company policy. * Answer, evaluate, prioritize, and resolve incoming calls, e\-mails, chats, and ticket requests while maintaining accurate work history records in the ticketing system. * Triage requests based on urgency, business impact, user impact, operational need, and service\-level expectations. * Lead users through diagnostic procedures to resolve desktop, laptop, application, account access, connectivity, remote access, mobile device, hardware, peripheral, and basic network issues. * Perform basic user account and access support, including account setup, password resets, account unlocks, permissions, group membership updates, profile changes, e\-mail access support, and related login issues. * Support productivity tools and enterprise applications by assisting with access, configuration, functionality questions, user instruction, and basic troubleshooting. * Support mobile devices, remote access, and hybrid work access by assisting with enrollment, authentication, configuration, connectivity, synchronization, and application access issues. * Perform device imaging, deployment, replacement, endpoint setup, and lifecycle support for desktops, laptops, peripherals, and store or field equipment. * Assist with IT asset inventory, equipment logistics, device tracking, shipping, receiving, replacement, and hardware refresh activities. * Support store technology and POS\-related requests, including user access, profiles, basic troubleshooting, documentation, and escalation coordination. * Maintain ownership of issues through follow\-up, documentation, escalation tracking, user communication, and final resolution, even when work is routed to another team. * Communicate with escalation teams to resolve network, telecom, phone, power, infrastructure, application, security, and access\-related issues in a timely manner. * Meet or exceed SLA targets by using contact lists, escalation lists, documentation, prioritization standards, and established support procedures. * Create, update, and maintain knowledgebase documentation to improve support quality, training, consistency, and first\-contact resolution. * Identify recurring issues, process