IT Helpdesk Specialist (Retail IT Support)

Job Title: IT Helpdesk Specialist (Retail IT Support)

Location: Honolulu, HI (Onsite)

Duration: 12+ Months Contract

Job Description

We are seeking an experienced IT Helpdesk Specialist to provide technical support for retail technology systems across store locations. This is an onsite role responsible for supporting Point of Sale (POS) systems, payment devices, network infrastructure, back-office equipment, and retail applications while ensuring minimal downtime for business operations.

Key Responsibilities

• Provide Tier 1, Tier 2, and onsite IT support for retail technology environments.

• Troubleshoot and support Gilbarco Passport POS systems, Verifone PIN pads, payment devices, and peripheral hardware.

• Maintain and support back-office computers, printers, Windows operating systems, and business applications.

• Diagnose and resolve hardware, software, payment processing, and network connectivity issues.

• Support retail network infrastructure, including switches, routers, wireless access points, TCP/IP, VPNs, and remote connectivity.

• Perform software updates, hardware installations, equipment replacements, and technology deployments.

• Coordinate with vendors and internal IT teams to resolve complex technical issues.

• Document incidents, resolutions, and system changes using IT ticketing systems.

• Support store openings, remodels, technology refresh projects, and new equipment installations.

• Maintain IT asset inventory and follow company security policies, compliance standards, and IT procedures.

• Deliver excellent customer service to store personnel and business users.

Required Skills

• Experience providing Tier 1/Tier 2 Help Desk or Desktop Support.

• Strong troubleshooting skills for Windows PCs, printers, peripherals, and retail technology.

• Knowledge of networking concepts including TCP/IP, VPNs, switches, routers, and wireless networks.

• Experience with ticketing systems and IT asset management.

• Excellent communication and customer support skills.

Preferred Skills

• Experience with Gilbarco Passport POS systems.

• Knowledge of Verifone payment terminals and EMV devices.

• Experience supporting fuel dispenser communication systems.

• Familiarity with ITIL-based support processes and retail technology environments.