Specialist, Technical Support

Technical Support Specialist

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 20,000 associates who work at Five Below and they'll tell you there's no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It's all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

Responsibilities

• Provide first-level technical assistance to end users, resolving hardware, software, and network-related issues promptly. Offer after-hours support for critical incidents or projects as needed.
• Identify root causes of recurring technical issues, implement preventive measures, and maintain a knowledge base for common problems and solutions.
• Install, maintain, and troubleshoot devices, including desktops, laptops, printers, scanners, and peripherals. Ensure all systems operate effectively to meet business needs.
• Continuously monitor system and application performance to identify and address potential issues proactively.
• Classify and prioritize support tickets based on urgency and business impact. Route complex issues to specialized teams for resolution and ensure SLAs are met.
• Contribute technical expertise to IT initiatives, including system upgrades, deployments, and migrations.
• Assist in the creation and maintenance of technical documentation for system configurations, troubleshooting procedures, and user guides.
• Manage equipment inventory, coordinate repairs and upgrades, and administer maintenance contracts.
• Partner with cross-functional IT teams to deliver seamless support for general IT systems and distribution center operations.
• Training and Knowledge Sharing: Provide training to end-users on new technologies and tools to improve productivity.
• Physical Support: Occasionally lift and transport equipment up to 50 pounds and provide on-site support as required.

Qualifications

• Experience: Minimum of 1-2 years in technical support roles; experience in a retail or distribution environment is a plus.
• Technical Knowledge: Proficiency in Windows 10 & 11, networking concepts, Active Directory management, and a strong understanding of PC-related hardware and peripherals.
• Certifications: Industry certifications such as A+ are highly desirable.
• Soft Skills: Excellent verbal and written communication, strong organizational skills, and a customer-focused approach with the ability to empathize and stay calm under pressure.
• Problem Solving: Analytical thinker with demonstrated troubleshooting abilities and the capacity to prioritize effectively in a fast-paced IT setting.
• Flexibility: Rotating after-hours on-call support required.
• Physical Requirements: Ability to lift up to 50 pounds.
• Other duties as assigned.

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information.

Position Type: Hourly

Position Starting At: $29.90

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