AKIRA Insights · 5 hours ago
IT Technician (Level 2) – Retail Support & Ticketing
Chicago, IL
Full-time
Onsite
Mid Level
$60K/yr - $75K/yr
3+ years expAKIRA is a women's clothing boutique that has expanded to over 40 stores across the United States and operates a successful eCommerce platform. They are seeking an experienced Level 2 IT Technician to manage day-to-day IT support and execute technical projects across their retail and corporate environments, focusing on resolving IT tickets and supporting ongoing IT initiatives.
AnalyticsBusiness DevelopmentBusiness IntelligenceConsultingManagement Consulting
Responsibilities
Serve as the sole owner of the IT ticket queue in Freshservice
Triage, prioritize, troubleshoot, and resolve all incoming tickets from retail stores and corporate users
Support and troubleshoot:
Shopify POS systems and payment peripherals
Network connectivity (Meraki firewalls, switches, access points)
IPads, tablets, scanners, and store devices
Receipt, label, and Zebra printers
Security towers and retail peripherals
User accounts, access issues, and application support
Resolve the majority of issues independently; escalate only high-impact or advanced cases to the IT Manager with full documentation
Identify trends in tickets and recommend permanent fixes
Provide direct support to store teams to minimize downtime and disruption
Travel to stores as needed for:
New store openings, remodels, and relocations
Hardware installs, replacements, and troubleshooting
Network and ISP-related issues
Maintain accurate hardware inventories and track device lifecycle
Perform intermediate system administration tasks including:
User provisioning, permissions, and access management
Device setup, configuration, and standardization
Network device monitoring and troubleshooting
Assist with patching, updates, and preventative maintenance
Coordinate with vendors and service providers as needed
Execute IT projects assigned by the IT Manager, including:
Hardware rollouts and refreshes
Store technology deployments
Process and documentation improvements
Own assigned project work with minimal supervision
Create and maintain technical documentation and SOPs
Proactively suggest improvements to reduce ticket volume and improve reliability
Qualification
Required
3+ years of hands-on IT support experience (retail or multi-location strongly preferred)
Proven experience owning a ticket queue and managing daily IT workload independently
Strong troubleshooting skills across hardware, software, and networking
Experience working with ticketing systems (Freshservice preferred)
Ability to communicate clearly with non-technical users
Strong organizational and documentation skills
Willingness to work on-site and provide occasional after-hours support
Preferred
Experience supporting Shopify POS environments
Hands-on experience with Meraki networking equipment
Experience supporting Apple devices (iPads, macOS, iOS)
Familiarity with retail store infrastructure and deployments
Relevant certifications (Network+, Security+, or similar)
Benefits
Medical
Dental
Vision
Pet Insurance
Life
LTD
FSA/HSA/Dependent Care FSA
Flex Transit (CTA)
401(k)
Generous employee discount
Company
AKIRA Insights
AKIRA is a niche Data & Analytics Services provider.
51-200 employees
H1B Sponsorship
AKIRA Insights 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
2023 (1)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2024-12-05Acquired
Recent News
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