Senior Retail IT Helpdesk Technician

WINDSOR FASHIONS LLC is seeking a Senior Retail IT Helpdesk Technician to provide onsite weekend coverage in Santa Fe Springs, CA. In this senior role, you will act as the escalation and operational escalation resource for the Retail Helpdesk during assigned shifts, coordinating store technology work while delivering advanced troubleshooting and clear documentation.

What you’ll do

• Act as the senior escalation point for Retail Helpdesk technicians and store teams during your assigned shift, with special focus on weekends, resolving issues within scope and escalating when additional support or approval is needed.
• Provide shift-level operational coverage by helping prioritize workload, confirming ownership of urgent items, identifying coverage risks, and ensuring each open issue has a next action and owner.
• Monitor the support queue, calls, and escalations throughout the day, distinguishing routine requests from high-impact incidents and responding based on business impact, urgency, and established escalation procedures.
• Own advanced troubleshooting and coordination for store technology, including point of sale systems, mobile devices, printers, payment peripherals, networks, Wi-Fi, phone systems, and related store equipment.
• Coordinate store technology projects such as new store openings, relocations, closures, brand refreshes, and other store work from equipment staging through installation, validation, turnover, and post-install follow-up.
• Schedule and direct third-party field technicians and vendors, including providing complete scope of work, store contracts, access requirements, appointment details, and validation criteria before dispatch.
• Follow up after dispatch to confirm completion with the store, collect required notes or photos, document remaining issues, and arrange return visits when necessary.
• Maintain timely, accurate ticket and project documentation for troubleshooting performed, decisions made, ownership, vendor status, business impact, and the next required action.
• Provide clear written and verbal status updates for high-impact incidents and store projects, including weekend-to-weekday handoffs to the Retail Helpdesk Supervisor and relevant IT teams.

What you bring

• 4-6 years of experience in helpdesk, desktop support, retail technology support, or a comparable customer support role, with retail helpdesk experience strongly preferred.
• Ability to remain flexible with schedules, adjusting shifts, hours, or coverage as needed for business operations, team coverage, store openings, incidents, projects, holidays, and other operational needs.
• Demonstrated ability to work independently, make sound decisions, take initiative, and maintain progress without continuous supervision.
• Experience serving as an escalation resource, shift lead, senior technician, or project coordinator is preferred.
• Strong organization and follow-through, with the ability to manage multiple active incidents, dispatches, and store projects while maintaining clear ownership and documentation.
• Working knowledge of retail point-of-sale environments, payment peripherals, Apple and iOS devices, Windows 10 or 11, Active Directory, Google Workspace, basic networking, Wi-Fi, access points, and phone systems.
• Experience with mobile device management, ticketing systems, remote support tools, asset management, and vendor or field-technician coordination is preferred.
• Ability to assess business impact, recognize store-down or revenue-impacting conditions, and follow established notification and escalation requirements.
• Excellent verbal and written communication skills, including explaining technical issues clearly to non-technical store teams and providing concise status updates to IT partners and leadership.
• Customer-oriented, patient, dependable, and able to provide calm direction during urgent or high-pressure incidents.
• Ability to work the regular Saturday-Wednesday schedule, with Thursday and Friday as regular days off, with additional early, late, holiday, or overtime coverage as needed.
• Ability to coordinate remote and on-site technicians for store turnups and other scheduled technology work.
• English proficiency is required; Spanish is a plus.

Technologies involved

• Point of sale systems, mobile devices, printers, payment peripherals
• Networks, WiFi, phone systems, access points
• Apple and iOS devices, Windows 10, Windows 11
• Active Directory, Google Workspace
• Mobile device management, ticketing systems, remote support tools, asset management

Location: Santa Fe Springs, CA (onsite)
Pay: USD 32-35 per hour
Experience: 4+ years
Schedule: Regular Saturday-Wednesday, with Thursday and Friday off (additional coverage as needed)