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 DFW, Houston, 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.