Job Description
Job Description
OVERVIEW
The IT Operations Support Specialist (Level 1) provides frontline technical support for Cavender’s retail stores, distribution centers, and corporate users. This role serves as the first point of contact for IT support requests and focuses on incident intake, scripted troubleshooting, and resolution of common technical issues. Level 1 support follows established procedures and knowledge base documentation to restore service quickly while delivering excellent customer service. Incidents requiring advanced troubleshooting, cross-system analysis, infrastructure investigation, or configuration changes are escalated to Level 2 or Level 3 support teams.
DUTIES AND RESPONSIBILITIES
• Support the “Cavender’s Culture” and drive the Mission, Vision and Values
• Serve as the first point of contact for IT support requests from stores, corporate offices, and distribution centers
• Log and manage incidents and service requests using the ServiceNow ITSM platform
• Perform scripted troubleshooting using established procedures and knowledge base documentation
• Resolve common technical issues related to Microsoft 365 applications including Outlook, Teams, and SharePoint
• Support password resets, account unlocks, and basic identity management tasks within Active Directory and Azure Active Directory (Entra ID)
• Provide basic support for endpoint devices including laptops, desktops, printers, and mobile devices
• Assist with device setup, imaging, and onboarding for new employees
• Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system
• Escalate incidents requiring advanced troubleshooting, infrastructure analysis, or configuration changes to Level 2 support teams
• Ensure escalated incidents include clear documentation of symptoms, troubleshooting steps, and business impact
• Assist with maintaining internal knowledge base documentation and troubleshooting guides
• Coordinate with operations teams during store technology incidents or outages
• Participate in IT training and knowledge development across Cavender’s technology platforms
• Support after-hours maintenance windows, on-call rotations, and critical business events when required
QUALIFICATIONS AND REQUIREMENTS
• Associate or Bachelor’s degree in Information Technology or equivalent experience
• 1–2 years of experience in a help desk, service desk, or technical support role preferred
• Basic understanding of Windows operating systems and endpoint troubleshooting
• Familiarity with Microsoft 365 applications
• Familiarity with ticketing systems such as ServiceNow or similar ITSM platforms
• Strong customer service and communication skills
• Ability to manage multiple support requests in a fast-paced environment
• Strong documentation and problem-solving skills
• Ability to participate in on-call rotations and occasional after-hours support
• Based in Houston, San Antonio, or Austin metropolitan areas
PREFERRED SKILLS
• Experience supporting POS systems or retail technology environments.
• Exposure to Active Directory, Azure AD (Entra ID), or endpoint management platforms.
• Basic networking knowledge including Wi-Fi connectivity and VPN troubleshooting.
• Entry-level technical certifications such as CompTIA A+, Network+, or similar.
Cavender’s is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law.
Cavender’s will provide reasonable accommodations for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361-2555 or visit your nearest Cavender’s store.