IT Technician (Level 2) – Retail Support & Ticketing

AKIRA IT Technician (Level 2) – Retail Support & Ticketing

In 2002, AKIRA opened the doors to its first women's clothing boutique in Chicago. Since then, the company has extended its reach to 40+ stores across the United States, as well as a thriving eCommerce business (shopAKIRA.com). AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand. AKIRA's culture has one very large, distinct difference from other high fashion competitors: Other-Worldly Customer Service and Fanatical, Obsessive Attention to the consumer's needs and desires. The core principle for all employees at AKIRA is to Act and Think Like an Owner, and this belief can be reflected across all areas of the company.

The Position: IT Technician (Level 2) – Retail Support & Ticketing

Location: Chicago, IL- Full-time Onsite

Position Summary:

AKIRA is seeking an experienced Level 2 IT Technician to fully own day-to-day IT support and
execute technical projects across our retail and corporate environments. This role is responsible
for handling all incoming IT tickets end-to-end, resolving issues independently, and
supporting ongoing IT initiatives.
This is not an entry-level or escalation-only role. The ideal candidate is comfortable being the
primary technical resource, can troubleshoot independently, and knows when to involve the IT
Manager for advanced or strategic decisions.

Essential Responsibilities
● Ticketing & Technical Support (Primary Responsibility)
● Serve as the sole owner of the IT ticket queue in Freshservice.
● Triage, prioritize, troubleshoot, and resolve all incoming tickets from retail stores and
corporate users.
● Support and troubleshoot:
○ Shopify POS systems and payment peripherals
○ Network connectivity (Meraki firewalls, switches, access points)
○ iPads, tablets, scanners, and store devices
○ Receipt, label, and Zebra printers
○ Security towers and retail peripherals
○ User accounts, access issues, and application support
● Resolve the majority of issues independently; escalate only high-impact or advanced
cases to the IT Manager with full documentation.
● Identify trends in tickets and recommend permanent fixes.

Retail Store & Field Support

● Provide direct support to store teams to minimize downtime and disruption.
● Travel to stores as needed for:
○ New store openings, remodels, and relocations
○ Hardware installs, replacements, and troubleshooting
○ Network and ISP-related issues
● Maintain accurate hardware inventories and track device lifecycle.


Systems Administration & Maintenance

● Perform intermediate system administration tasks including:
○ User provisioning, permissions, and access management
○ Device setup, configuration, and standardization
○ Network device monitoring and troubleshooting
● Assist with patching, updates, and preventative maintenance.
● Coordinate with vendors and service providers as needed.

Projects & Continuous Improvement

● Execute IT projects assigned by the IT Manager, including:
○ Hardware rollouts and refreshes
○ Store technology deployments
○ Process and documentation improvements
● Own assigned project work with minimal supervision.
● Create and maintain technical documentation and SOPs.
● Proactively suggest improvements to reduce ticket volume and improve reliability.

Qualifications

● 3+ years of hands-on IT support experience (retail or multi-location strongly preferred).
● Proven experience owning a ticket queue and managing daily IT workload
independently.
● Strong troubleshooting skills across hardware, software, and networking.
● Experience working with ticketing systems (Freshservice preferred).
● Ability to communicate clearly with non-technical users.
● Strong organizational and documentation skills.
● Willingness to work on-site and provide occasional after-hours support.

Preferred

● Experience supporting Shopify POS environments.
● Hands-on experience with Meraki networking equipment.
● Experience supporting Apple devices (iPads, macOS, iOS).
● Familiarity with retail store infrastructure and deployments.
● Relevant certifications (Network+, Security+, or similar).

The Ideal Candidate

● Comfortable being the primary IT point of contact.
● Takes ownership and follows issues through to completion.
● Thinks in root causes, not just quick fixes.
● Communicates clearly and calmly under pressure.
● Can operate independently while aligning with IT leadership.

"This role is not entry-level and requires prior experience owning IT support responsibilities in a
production environment."

Benefits and Perks:AKIRA offers competitive benefits for full-time employees, including Medical, Dental, Vision, Pet Insurance, Life, LTD, FSA/HSA/Dependent Care FSA, Flex Transit (CTA), 401(k), and a generous employee discount. We're committed to internal growth, providing meaningful development and career advancement opportunities.

Compensation: At AKIRA, we are committed to fair and transparent compensation practices. Compensation for this position will be determined based on experience, qualifications, and other job-related factors. Additional compensation and benefits may also apply and will be discussed during the hiring process.

Job Type: Full-Time