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.