IT Service and Support Specialist - Store Support

Purpose The IT Service & Support Specialist - Store Support safeguards high availability, consistency, and stability across store-level technology, including Point-of-Sale (POS), payment, and back-office systems. Operating as an individual contributor, this role serves as a technical escalation point for store staff, field technicians, and internal business partners. Operating across a national or regional scope, the Specialist manages the daily ticket queue, provides real-time troubleshooting guidance to on-site technicians, drafts operational documentation, monitors processes, and performs rotational on-call coverage to support store system uptime. Responsibilities IT & Store Support: Safeguard high availability, consistency, and stability across store-level technology, including Point-of-Sale (POS), payment, and back-office systems. Serve as a technical escalation point and operational bridge between store operations, field technicians, and internal IT sub-departments. Monitor, prioritize, and work through the daily 1st, and 2nd level ticket queue to resolve issues within established SLAs. Assist on-site field technicians with real-time technical guidance and troubleshooting steps to resolve store hardware and application failures. Solve 1st level support tickets with a focus on timely resolution and problem identification. Assist in executing store opening procedures. Draft and maintain practical manuals, workflow diagrams, troubleshooting guides, technical training handbooks, and instructional materials. Monitor support processes to ensure continuous operational quality and efficiency. Support store opening procedures, in coordination with the store solutions and infrastructure teams. Perform rotational on-call support duties outside regular business hours and execute daily project data entry and record-keeping. About You Undergraduate degree or completed apprenticeship with additional certified qualifications in Computer Science, Information Technology, or a related discipline. (In lieu of degree: 1–2 years of retail floor experience and demonstrated success supporting store processes) Up to 1 year of professional experience in store IT support, technical helpdesk, or retail technology operations. Clear organizational knowledge of own field/department and interconnected units. Practical capability to apply known solutions and technical expertise to resolve recurring problems. Demonstrated capability to instruct new colleagues and communicate complex technical issues with empathy and strong communication skills. Flexibility to work defined schedules and perform rotational on-call coverage as required. Physical Requirements Ability to travel up to ~10% of the time, which may include weekends and evenings, as needed. Most work is performed in a temperature-controlled office environment. Must be able to sit for prolonged periods of time at a desk or computer terminal. May use keyboards, telephone, and standard office equipment in the course of a normal workday. Stooping, bending, twisting, and reaching may be required in the completion of job duties. Must be able to lift up to 25 pounds at times. Competencies Personal Competency: Continuously updates technical expertise, adapts flexibly to changing departmental standards, and evaluates problem spaces from multiple viewpoints. Maintains quality results under high pressure, respects individual capacity boundaries, and proposes concrete solutions to improve day-to-day procedures. Business Competency: Prioritizes tasks effectively based on importance and urgency, manages company resources with care, and takes accountability for meeting strict deadlines while proactively flags risks to leaders. Understands cross-functional process connections and solves standard operational problems under time and budget boundaries. Social Competency: Communicates concepts clearly, provides prompt progress updates, and practices active listening to ensure stakeholder alignment. Builds trust-based relationships across departments, completes assignments collaboratively, addresses conflict early in an objective, solution-oriented manner, and advocates for viewpoints with balanced diplomacy. Our Values Ability to demonstrate, understand, and continuously apply our workplace values: Performance: We thrive together to passionately pursue ambitious goals, constantly develop ourselves, and turn complex organizational challenges into opportunities. Respect: We put people at the center of what we do by treating each other fairly, ensuring equal opportunities, and valuing diversity as a key cultural strength. Trust: We believe in each other, communicate openly and honestly, remain completely reliable, and treat mistakes as valuable learning opportunities. Grounded: We dream big while staying down to earth, remaining approachable, choosing simplicity over complexity, and focusing firmly on meaningful results. Belonging: We are stronger together than we are alone, standing up for one another, leveraging our collective strengths, and focusing on sustainable, long-term relationships. Scope Number of team members directly supervised: None Number of team members indirectly supervised: None Annual budget/expenditures: Manages assigned tasks responsibly, ensuring that all deliverables explicitly meet predefined time and budget constraints in close consultation with their manager. What You’ll Receive At Lidl, we know that in order for our people to do their best, they must be at their best. That’s why as a company, we offer one of the most generous benefits packages in the industry. All our Lidl employees are eligible to receive the following benefits: Starting pay of $33.66 per hour (with potential to earn $38.47 per hour in the future) 10% employee-only discount on purchases made at Lidl stores Medical & Prescription | Dental | Vision coverage Paid Holiday & Paid Time Off (PTO) to use for sickness or vacation Dedicated training plans to ensure you are set up for success 401K Plan (+ 5% company match) Voluntary Term Life & AD&D Insurance Total Well-Being Program DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule Lidl US views our Corporate Social Responsibility (CSR) through a lens of actions that are Good for the Environment, Good for People, and Good for You. #teamlidl #LI-CB1 #LI-Hybrid