Technical support specialist (full-time)

The IT Support Specialist plays a pivotal role in powering the day-to-day technology experience of our associates by ensuring employees have the hardware, software, and technical support needed to be productive from day one. Serving as the face of IT onsite in Maryland Heights, this role owns the deployment, configuration, inventory management, and lifecycle support of enterprise technology assets while providing hands-on technical assistance across hardware, software, and network environments.

Working closely with associates, IT teams, and business leaders, the IT Support Specialist helps maintain a reliable, secure, and efficient technology environment that supports business operations. This highly visible, customer-focused role requires five days onsite and is ideal for someone who enjoys solving problems, supporting end users, managing technology assets, and driving exceptional service experiences across the organization.

Note: This is a full-time (overtime eligible), onsite position based in St. Louis, MO, requiring attendance five days a week. Occasional travel between two local office locations is expected.

RESPONSIBILITIES

• Provide hands-on technical support for hardware, software, and network-related issues
• Troubleshoot and resolve incidents efficiently, escalating complex issues when necessary
• Communicate clearly with non-technical users to diagnose problems and deliver effective solutions
• Collaborate with IT teams including network, systems, and cybersecurity professionals to ensure seamless operations
• Manage support tickets using ITSM tools, prioritizing tasks and ensuring timely resolution
• Maintain accurate documentation and generate reports on support performance and service delivery
• Assist in adhering to IT support policies and procedures. Ensure compliance with these policies and update them as necessary to reflect changes in technology and business needs
• Recommend and implement process improvements to enhance support efficiency and user satisfaction
• Ensure compliance with IT policies, updating procedures to reflect evolving technologies and business needs
• Uphold security best practices and support adherence to organizational standards
• Assist in planning and executing IT support-related projects and initiatives
• Maintain and update IT asset inventory, including hardware and software records
• Participate in continuous improvement efforts within IT service management (ITSM)
• Perform other duties as assigned to support IT operations

QUALIFICATIONS

• High School Diploma or GED is required
• Associates or Bachelors Degree in Computer Science or related discipline is preferred
• Industry Certifications are a plus (i.e. CompTIA A+, Microsoft Certified, ITIL)

Knowledge, Skills, and Abilities

• Minimum of 2 years in technical support or related IT position
• Proficiency in IT Asset Management and ITSM platforms (e.g., ServiceNow, Jira)
• Strong knowledge of computer systems, networks, and troubleshooting methodologies
• Excellent verbal and written communication skills, including technical documentation
• Excellent time management skills and strong ability to prioritize
• Strong time management and prioritization abilities
• Effective problem-solving and critical-thinking skills; able to work independently and collaboratively

Physical Requirements:

• Sit for extended periods (typically 6+ hours per day)
• Use a computer, including keyboard and mouse, for prolonged periods
• Lift and carry light items (e.g., files, office supplies, laptops, typically 20+ pounds)
• Reach, bend, or stoop occasionally to access files or office materials
• Maintain focus and attention for long periods of desk-based work
• Follow clear directions
• Perform repetitive motions (e.g., typing, clicking) consistently throughout the day

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Premium Retail Services is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey. Since 1985, Premium has been a top provider of sales and merchandising services, reshaping retail through innovation and excellence for hundreds of renowned brands across retail categories. With 12,000+ employees across the U.S. and Canada, we are a people-first company, and we strive to ensure our team members enjoy their jobs, feel valued, and emulate our core beliefs – that’s why we frequently promote from within. We encourage our employees to innovate and expand new horizons, making internal development our cornerstone. Find your place at Premium – whether it’s merchandising, sales or brand advocacy, there's a spot for you on our team. Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request. Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting. The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov) By applying, you agree to our Privacy Policy [https://www.acosta.group/privacy-policy/] and Terms and Conditions of Use [https://www.acosta.group/terms-and-conditions-of-use/]. #DiscoverYourPath