IT Support

• Review and triage incoming support requests in the Retail and Corporate Helpdesk queue; resolve or escalate to engineers as needed.
• Welcome new hires by setting up accounts, provisioning hardware/software, and ensuring a seamless first-day experience.
• Partner with Retail Stores during internet outages, coordinating with Internet Service Providers to ensure quick recovery.
• Manage hardware logistics, including ordering, shipping, returns, and tracking for the Nashville location.
• Create and update documentation to support a single source of truth for processes and solutions.
• Support new Retail Store openings by ensuring timely delivery of hardware and coordinating onsite technician visits.
• Contribute to business continuity by dispatching field technicians and procuring replacement hardware as needed.
• Analyze ticket trends and prepare weekly summaries to support discussions on reducing recurring issues.

Help Desk Specialist

Senior IT Engineer

IT Support Specialist

IT Support Specialist

IT Manager – Office of Innovative Technologies