Job Description

IT Support Specialist (Bilingual – English/Spanish)

Location: Greater NY/NJ Area (On-site in Manhattan 4 days/week, hybrid Fridays)
Schedule: Monday–Thursday, 9AM–6PM | Fridays, 11AM–8PM (Remote – West Coast Support)
Contract Length & Pay Rate:  12-month contract at $20/hour

Overview

We’re seeking an experienced IT Support Specialist to provide hands-on technical support for retail store operations and corporate users. This role combines on-site collaboration in Midtown Manhattan with remote assistance for West Coast locations. The ideal candidate will be fluent in both English and Spanish and comfortable navigating hardware, software, and network environments.

Responsibilities

• Provide day-to-day IT support for handheld devices (PDAs, iPods, iPads, Bluebird, Zebra, NCR, Toshiba).

• Configure, deploy, and maintain mobile devices across retail locations.

• Manage IT assets, including tracking, inventory updates, and processing RMAs to maintain healthy device stock.

• Troubleshoot hardware, software, and connectivity issues across multiple platforms.

• Filter, assign, and update service tickets daily, documenting progress through resolution.

• Collaborate proactively with colleagues via Teams channels to advance ticket closures.

• Communicate with retail staff to guide them through troubleshooting steps and technical procedures.

• Maintain accurate documentation, FAQs, and knowledge base updates.

Technical Skills

• Strong understanding of hardware, software, and networking fundamentals.

• Familiarity with systems and tools such as Remedy, Zabbix, CMDB, Remedy Asset Manager, Maquetador DAM, and Power BI.

• Experience with Microsoft and Google productivity suites.

• Understanding of mobile operating systems (iOS, Android).

Qualifications

• 1–3 years of IT Helpdesk or Technical Support experience (retail support a plus).

• Proficiency in English and Spanish (reading, writing, speaking required).

• Excellent communication and customer service skills.

• Strong analytical and troubleshooting abilities.

• Proven ability to manage multiple tickets and prioritize effectively.

• Self-motivated, organized, and able to work both independently and collaboratively.

• Must have a personal laptop or desktop for work use.

Additional Details

• Must reside in the NY/NJ metro area and be available for in-person meetings in NYC weekly.

• Availability to support Pacific Time hours remotely on Fridays is required.