Job Description

Job Details

Job Location: Support Center (Blue Ash, OH) - BLUE ASH, OH 45242

IT Technical Support Specialist

Position details

• Position title: IT Technical Support Specialist
• Reports to: IT Infrastructure Manager
• Classification: Full-Time / Exempt / Salaried / On-Site

Position overview

The IT Technical Support Specialist assists in all aspects of supporting our multiple stores across the US. The ideal candidate will have a foundation for IT knowledge but will be open to learning many different skills. We are looking for a true problem solver to provide technical assistance to our employees.

Core values alignment

• Curious — ask questions, find and solve problems
• Passionate — care deeply about the brand, team, and customers
• Do it Right — take pride in accuracy and credibility
• Service — put others above ourselves

Key responsibilities

• Serve as the first point of contact for IT support requests across corporate and retail store locations, triaging and resolving Tier 1 and Tier 2 issues via phone, remote desktop tools, in-person, and ticketing system; elevate unresolved issues to senior IT staff with thorough documentation.
• Provide technical support for end‑user hardware and software, including desktops, laptops, printers, peripherals, and mobile devices across Windows 10/11 and iOS environments.
• Administer and support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint; handle account provisioning, mailbox management, licensing assignments, and access troubleshooting.
• Manage user accounts, group memberships, password resets, and access requests in Active Directory and Microsoft Entra ID.
• Support endpoint enrollment, configuration, and compliance using Microsoft Intune, PDQ Connect, and MDM policies; assist with device imaging, application deployment, and policy enforcement.
• Provide frontline technical support for POS systems at store locations, including hardware, software, and peripheral troubleshooting (receipt printers, label printers, card readers); coordinate escalation to POS vendors or senior IT staff as needed.
• Perform hardware and software installations, configurations, and updates; maintain accurate records of device inventory and software deployments.
• Create and maintain knowledge base articles, support guides, and troubleshooting documentation to enable self‑service resolution of common issues and reduce repeat ticket volume.
• Work within the IT ticketing system to log, track, prioritize, and resolve support requests in accordance with defined SLAs; provide clear status updates to end users throughout the resolution process.
• Be available for on‑call and after‑hours support on a rotating basis to assist stores when critical issues arise outside of normal business hours.

Schedule for this position will be as follows

• Monday and Tuesday 1:30p-10p
• Saturday and Sunday 8:30a-5p
• Fifth day has flexibility on which day candidate prefers

Desired skills & experience

• Excellent customer service skills
• Strong troubleshooting and critical thinking skills
• Microsoft Office 365 and Windows 10

Employee benefits

• Medical, Dental, and Vision health insurance
• Unlimited Shooting – Free Classes
• Industry‑leading online and in‑store discounts
• Manufacturer rewards and points program
• No firearm experience needed — we offer paid training

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