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WHSmith North America · 1 day ago

Technical Support - Tier 1

Las Vegas, NV

Contract

Onsite

New Grad, Entry Level

$40K/yr - $45K/yr

0+ years exp

WHSmith North America is seeking a Jr. IT Services and Support Technician to provide first-level technical support to end users. This entry-level role focuses on troubleshooting, system access, hardware setup, and delivering an excellent customer experience while adhering to IT standards and processes.

Retail

H1B Sponsor Likely

Responsibilities

Respond to Tier 1 support requests via ticketing system, phone, chat, or in person

Troubleshoot basic hardware issues (desktops, laptops, printers, peripherals)

Assist with software installations, updates, and configurations under senior guidance

Support user account management (password resets, access requests, MFA support)

Perform routine maintenance such as device imaging, driver updates, and diagnostics

Provide friendly, professional support to users with varying technical backgrounds

Clearly communicate issue status, timelines, and next steps

Follow up to ensure issues are resolved to the user’s satisfaction

Accurately document work in the IT ticketing system

Assist with IT inventory management (laptops, accessories, loaner equipment)

Support onboarding and offboarding, including device prep and user setup

Help maintain IT documentation and knowledge base articles

Work closely with senior technicians and IT leadership to escalate complex issues

Participate in IT projects such as equipment refreshes and system rollouts

Contribute to a positive, collaborative team environment

Qualification

WindowsMicrosoft 365CompTIA A+IT ticketing systemsNetworking conceptsDevice management toolsCustomer service skillsCommunication skills

Required

0–2 years of IT support or technical experience (internships, help desk, or coursework accepted)

Basic understanding of Windows or macOS

Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Office apps)

Ability to troubleshoot common technical issues with guidance

Strong communication and customer service skills

Preferred

CompTIA A+ or similar entry-level certification (or willingness to obtain within 6–12 months)

Experience with IT ticketing systems (ServiceNow, Freshservice, Jira, etc.)

Basic understanding of networking concepts (DNS, DHCP, Wi-Fi, VPN)

Experience imaging systems or using device management tools (Intune, JAMF)

Company

WHSmith North America

About WHSmith North America WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide.

Founded in 1955

Las Vegas, Nevada, USA

1001-5000 employees

http://www.marshallretailgroup.com/

H1B Sponsorship

WHSmith North America has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2022 (1)

2021 (1)