Technical Support Specialist (Technician I)

America’s Thrift Stores is hiring a Technician I to support end users across all ATS locations through remote troubleshooting and occasional on-site visits. This hybrid role is based in Huntsville, AL, providing first-point technical help for hardware, software, network, and POS-related issues while keeping systems running efficiently.

You will work from a home-based setup for most support work, documenting activity and coordinating next steps when problems need escalation. Travel and on-site assistance are part of the job, including installations, repairs, and network cabling for existing stores and new store builds.

What you’ll do

• Act as the first point of contact using phone, email, and ticketing systems, providing remote and on-site support for hardware, software, network, and POS issues.
• Escalate issues to higher-level team members when needed.
• Install, configure, and maintain operating systems, software, patches, and IT equipment, including PCs, servers, and peripherals.
• Support basic Layer-1 troubleshooting for network connectivity, including hardware installation, network cabling issues, and end-user connection problems.
• Run network cabling and install equipment at existing stores, and support new store builds prior to opening.
• Document support activities and resolutions to help maintain clear records.
• Provide support to ATS locations remotely and through on-site travel while maintaining excellent customer service and adherence to company policies.
• Complete other duties as assigned by management.

Location and travel

• This position is hybrid in Huntsville, AL, with support provided across all ATS locations.
• Frequent local/regional travel is required (approximately 25%–50%).
• Travel assignments are based on proximity, urgency, and team availability.
• Employees in the Birmingham, AL metro area assist in additional responsibilities and are expected in the Irondale, AL office on Tuesdays and Thursdays, unless traveling to stores or other sites.

Technologies you’ll use

• Windows OS
• Microsoft 365
• Android
• iOS
• Zendesk

What you bring

• Required: Strong time management, organization, and customer service mindset, with the ability to work independently and as part of a team.
• Required: 0–2 years in a people-facing role providing any kind of service or support.
• Required: Valid driver’s license, clean driving record, and reliable transportation that meets the company vehicle allowance program.
• Required: Reliable high-speed internet connection and a quiet, secure, distraction-free workspace at home suitable for phone and remote support work.
• Required: Must pass a background check, motor vehicle check, and drug screen.

Physical and work capabilities

• Remain seated and work at a computer for extended periods while providing remote support.
• Stand and walk for extended periods during on-site installations, troubleshooting, and equipment setup.
• Lift and carry IT-related equipment up to 50 pounds, and push or pull materials up to 25 pounds.
• Bend, stoop, kneel, crouch, reach overhead, and work at or below waist level when installing, connecting, inspecting, or troubleshooting equipment and cabling.
• Safely climb and work from ladders or step ladders at heights of up to approximately 14 feet.
• Use fine motor skills for operating computers, keyboards, phones, tools, cables, connectors, and other technical equipment.
• Visually inspect computer equipment, network connections, cabling, displays, and other technical components, and read information on screens.
• Drive for extended periods and travel between ATS locations, including transporting equipment and supplies.
• Safely navigate retail stores, processing areas, offices, warehouses, and new store or construction environments, including surfaces such as concrete, tile, carpeted, or unfinished areas.

Position details

• Position title: Technician II
• Department: Technology
• Department reporting: Reports to Manager – Technology
• FLSA status: Non-Exempt
• Position summary: Remote technical support across all ATS locations with travel for on-site assistance as needed, focused on keeping systems, devices, and networks operational and efficient.

Benefits

• Employee discounts
• Growth opportunities
• Many store support roles are hybrid
• Help others through our charity partners
• Save the environment
• So much more!