IT Support Specialist

Description

The IT Support Specialist provides hands-on technology support across the Gardener’s Supply retail garden center fleet. This position is responsible for maintaining reliable technology systems and providing responsive support for retail stores, offices, and operational teams.

The IT Support Specialist serves as a key resource for troubleshooting hardware, software, networking, connectivity, and other technology needs across multiple garden center locations. This role requires regular travel to retail sites and the ability to work effectively in a fast-paced, seasonal retail environment where reliable technology is essential to both the customer and employee experience.

This position will also support technology needs associated with new garden center openings, acquisitions, and integrations. This includes helping assess existing technology environments, coordinating equipment and connectivity needs, installing and configuring systems, and supporting the transition of new locations into Gardens Alive! technology standards and processes.

RESPONSIBILITIES

• Provide timely, hands-on technical support for      retail garden centers and home office partners, including computers,      printers, mobile devices, peripherals, and other technology equipment.
• Troubleshoot and resolve hardware, software,      network connectivity, wireless, printing, and other technical issues,      escalating issues to internal or external IT partners when appropriate.
• Install, configure, maintain, and replace      computers, printers, networking equipment, wireless access points,      cabling, and other IT hardware.
• Support the installation, configuration, and      maintenance of network infrastructure, including switches, wireless access      points, firewalls, VPN connectivity, and related equipment.
• Provide support for Microsoft-based technology      environments, including Microsoft 365, user accounts, Active Directory,      DNS, and related systems, as applicable.
• Assist with server, network, backup, security,      and infrastructure projects in partnership with the broader IT team and      external technology providers.
• Help monitor and maintain technology systems to      support reliable connectivity and system availability across retail      locations.
• Coordinate hardware repairs, equipment      replacement, vendor service calls, and other technology-related      maintenance.
• Maintain accurate documentation of IT      equipment, network infrastructure, configurations, and site-specific      technology needs.
• Provide technology support for seasonal hiring,      store openings, events, peak retail periods, and other operational needs      where reliable technology is critical.
• Travel to retail garden center locations and      other company sites as needed to provide on-site technical support and      complete technology projects.
• Support the technology integration of newly      acquired or newly opened garden centers, including:
  • Assessing existing technology infrastructure       and identifying needs or gaps.
  • Helping coordinate equipment, connectivity,       networking, and workstation requirements.
  • Installing and configuring hardware and       software.
  • Supporting the transition to current internal       systems, standards, and processes.
  • Working with internal teams, vendors, and       third-party providers to resolve technology issues during integration.
  • Providing hands-on support during transition       and opening periods.
• Identify opportunities to improve the      reliability, efficiency, security, and usability of technology across the      retail network.
• Assist with maintaining seven-day support      coverage for critical systems and operational needs, including      participation in an on-call or escalation rotation as required.
• Provide clear, professional, and      service-oriented communication to store teams and business partners,      translating technical issues into practical solutions.
• Work with Retail Home Office partners to      identify areas to streamline processes and enhance efficiencies offering      hands-on support and guidance to execute. 
• Perform other IT-related duties and projects as      assigned.

Requirements

  3+ years of experience providing IT or      technical support in a multi-site, retail, business, or similar      environment preferred.

• Strong working knowledge of Windows-based      computers, Microsoft 365, printers, peripherals, and common business      applications.
• Experience troubleshooting network      connectivity, including switches, wireless access points, VPNs, firewalls,      and network cabling.
• Working knowledge of Microsoft environments,      including Active Directory, DNS, user account management, and Microsoft      365.
• Experience installing, configuring,      maintaining, and troubleshooting IT hardware and software.
• Experience supporting point-of-sale systems,      retail technology, inventory systems, payment devices, or other      customer-facing technology is a plus.
• Experience supporting multiple physical      locations and traveling to provide on-site technical support is preferred.
• Experience assisting with technology      implementations, new site openings, acquisitions, or system integrations      is a plus.
• Strong diagnostic and problem-solving skills,      with the ability to identify the likely cause of an issue and determine      the appropriate solution or escalation path.
• Ability to prioritize multiple requests and      respond appropriately based on urgency and business impact.
• Strong technical aptitude and the ability to      learn new systems, applications, and technologies quickly.
• Ability to communicate technical information      clearly and professionally, both verbally and in writing.
• Highly organized and detail-oriented, with the      ability to document work and maintain accurate records.
• Self-motivated and comfortable working      independently while knowing when to seek assistance or escalate an issue.
• Adaptable and comfortable working in a      fast-moving, seasonal retail environment where priorities may change      quickly.
• Willingness and ability to travel between      retail locations as needed.
• Industry certifications such as CompTIA A+,      Network+, Microsoft certifications, or other relevant IT certifications      are a plus.