IT Support Specialist - Point of Sale (SQL, Excel, Progress, Sonicwall, Connectwise Automate)

POS IT Support Specialist

Business Machines Company is looking for a dedicated IT Support Specialist to assist customers with their Point of Sale systems. The ideal candidate will not only have a strong interest in technology and problem-solving but will also embody our core values. We seek individuals who take initiative, embrace continuous learning, and are committed to delivering exceptional service. If you align with our values and are eager to make a meaningful impact, we encourage you to apply!

Our Core Values

Do What's Right, Always

Integrity, honesty, and genuine care for people drive every decision.

"Whenever we have an opportunity, let us work for the good of all" - Galatians 6 : 10

Serve Others with Purpose

Deliver value by working together, intentionally using our gifts to serve and share knowledge.

"Serve one another with whatever gift each of you has received." - 1 Peter 4 : 10

Own It, Solve It

Take responsibility, figure things out, and deliver solutions that work. Have a drive to complete tasks and understand your capabilities.

"Let us love, not in word or speech, but in truth and action." - 1 John 3 : 18

Relentless Improvement

Every day is an opportunity to get better, smarter, and stronger. We seek individuals who want to better themselves and continuously grow in their role.

"Do not be conformed to this age, but be transformed by the renewing of the mind." - Romans 12 : 2

No Drama, Just Results

Focus on execution, respect, and real impact. Work well within a team and prioritize customer needs.

"Do not let any unwholesome talk come out of your mouths, but only what is helpful for building others up according to their need." - Ephesians 4 : 29

A Day in the Life of an IT Support Specialist

Your day begins by reviewing open tickets and checking for any overnight requests that need follow-up. Incoming customer calls are first handled by our dedicated dispatcher, who logs issues and creates support tickets. Based on priority, tickets are either placed in the queue for a callback or escalated for immediate resolution.

As new tickets are assigned throughout the day, you will assist customers with troubleshooting technical issues, optimizing system functionality, and providing training. Common support tasks include working with receipt printers, tagging machines, handheld devices, POS registers, touch screens, and credit card readers. Additionally, you will help customers with software-related needs, such as creating sale batches, running reports, resetting passwords, and configuring new items.

Beyond issue resolution, you will continuously expand your knowledge of the POS software, its features, and best practices for setup and implementation. Understanding our customers' businesses allows you to provide tailored solutions that improve their operations. Scheduled software upgrades and implementations are performed after hours to minimize disruption to businesses.

Collaboration is key in this role, as you will work closely with colleagues and escalate complex issues to developers when necessary. You will document the details of customer interactions, troubleshooting steps, and solutions to ensure efficient follow-ups and improve our internal knowledge base.

Your regular schedule runs from Monday through Friday, 8 : 00 AM - 5 : 00 PM, with a one-hour lunch break. While most support work occurs during these hours, you will also participate in a rotating on-call schedule (approximately 13 weeks per year) and assist with scheduled after-hours upgrades when needed.

At the end of the day, you will review unresolved tickets, ensure customers are updated on their inquiries, and document any new solutions. Your ability to stay organized, prioritize tasks, and deliver high-quality support is essential to success in this role.

Compensation & Benefits

We believe in rewarding our employees for their hard work and dedication. As an IT Support Specialist at Business Machines Company, you will enjoy :

• Competitive compensation ranging from $16.30 - $25.19 / hr, depending on experience.
• A company-provided cell phone and laptop.
• Medical and dental coverage with 85% of individual premiums and 65% of family premiums covered.
• Short-term and long-term disability insurance.
• Paid holidays (New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Christmas Day)
• Start accumulating 2 Weeks Paid Time Off (Includes Sick Time)
• A 401K retirement plan with a 3% company match (1-year waiting period).
• Participation in an Ownership Thinking incentive program, including 20% profit sharing.

Our team culture fosters support, collaboration, and professional growth. If you're looking for a company that values your contributions and invests in your success, we encourage you to apply!

Job Qualifications

Desired Skills & Competencies :

Preferred Qualifications :

Education & Additional Requirements :

If you are a detail-oriented, customer-focused professional with a passion for problem-solving and technology, and if our core values resonate with you, we encourage you to apply and join our team

Job Posted by ApplicantPro