POS Helpdesk Support Specialist

Description RESPONSIBILITIES

• The consultant (individual) will provide "regular" or "ad-hoc" support during regularly scheduled work shifts covering at least 40 working hours each week. In addition, the Technician is expected to provide "on-call" support during holidays.

Additional hours may be required when ticket counts are higher. o "Regular" and "Ad-Hoc" support incudes answering phone calls and working tickets at all priority levels o "On-Call" support includes answering phone calls, and working high-priority tickets

• The individual will answer phone calls for IT support issues during their scheduled shifts, handling each call appropriately by providing information, resolution of the issue, or documenting the issue for later resolution.
• The individual will manage a queue of work orders in the IT Support tracking system, prioritizing the tasks to be performed, updating the work orders with information about each support incident, providing updates back to the requestor and other interested parties, and resolving the issues within defined Service Level Agreements (SLAs).

At times, the Technician may be required to assign open work orders to other team members to maintain the flow of support activities, and to hand off work orders or sub-assignments to other teams at the Potbelly Support Center.

• At all times, the individual should follow the processes that have been defined for resolving support issues, including determining root cause of issues, following scripts to repair known issues, and collecting specified documentation for issues that will be handed off to other teams.

Skills Help desk support, Help desk, Support, Customer service, Active directory, Technical support, Troubleshooting, windows 11, pos system, Phone support, Ticketing system, Service desk, Application support, Password reset Top Skills Details Help desk support,Help desk,Support,Customer service,Active directory,Technical support,Troubleshooting,windows 11,pos system Additional Skills & Qualifications

• Windows desktop and related hardware and software issues, including Windows 11 and Microsoft Office365 o MacOS desktop and related hardware and software issues (preferred skill) o Local and networked printers o User account setup using Active Directory and other tools o Phones, email, and connectivity o The Technician is expected to support IT issues at the Potbelly Shops, including, but not limited to: o POS terminals, receipt printers, label printers, and other peripheral devices as introduced o Tablets and specialty computers for training and order processing, including drive-thru displays o POS software (Aloha POS)

Experience Level Entry Level Job Type & Location This is a Contract to Hire position based out of Chicago, IL. Pay And Benefits The pay range for this position is $25.00 - $28.00/hr.

Requirements

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on May 19, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We Apply tot his job Apply To this Job