Help Desk Technician - Remote
About the Job Books-A-Million is seeking an IT Help Desk Support Technician to provide technical assistance to corporate office employees and retail store teams. The role focuses on diagnosing and resolving hardware, software, and Point of Sale (POS) system issues while maintaining reliable day-to-day technology operations. Working in a fast-paced help desk environment, you will provide remote support through phone calls and remote desktop tools, document technical issues, escalate complex problems, and deliver excellent customer service.
Key Responsibilities
Troubleshoot, isolate, and resolve hardware and software issues involving IT systems and Point of Sale (POS) equipment in a client/server network environment. Diagnose and resolve issues involving Windows servers and store server environments across connected and standalone networks. Troubleshoot and report issues related to Local Area Network (LAN) and Wide Area Network (WAN) systems and equipment. Provide technical support for Microsoft Office, Internet Explorer, Adobe Acrobat, and web-based business applications. Assist corporate office employees and retail store teams with technical questions and system-related problems. Use ticket tracking software to document support requests, issue status, troubleshooting steps, and resolutions. Escalate unresolved or complex technical issues to the appropriate support team. Assist publishers with product usage and submissions through the publisher portal. Deliver timely, professional customer service in a high-volume help desk environment. Follow company policies, procedures, and established technical support standards.
Qualifications
High school diploma or GED equivalent. Strong verbal and written communication skills. Excellent customer service, interpersonal, and problem-solving abilities. Ability to troubleshoot technical issues in real time and identify effective solutions. Strong attention to detail and organizational skills. Ability to manage multiple support requests in a fast-paced environment.
Preferred Qualifications
Previous experience in an IT help desk or technical support role. Familiarity with Microsoft Office, Adobe Acrobat, POS systems, and web-based applications. Experience using ticket tracking systems and remote desktop support tools. Understanding of basic networking concepts and Windows server environments. Work Schedule & Environment Work Arrangement: Listed as remote. Employment Type: Full-time. Location: Birmingham, Alabama. Schedule: Rotating shifts, including weekend support. Available shifts include: Opening Shift: 7:00 AM – 4:00 PM. Mid Shift: 10:00 AM – 7:00 PM. Closing Shift: 1:00 PM – 10:00 PM. The position requires extended periods of computer and desk work, keyboard and telephone use, and repetitive movements. Employees must also be able to lift objects weighing up to 25 pounds and perform activities such as standing, walking, stooping, or crouching, with or without reasonable assistance or accommodation. Compensation & Benefits Books-A-Million offers a comprehensive benefits package, including: Competitive compensation and performance-based incentives. Medical, dental, and vision insurance. Paid time off and paid holidays. Employee discounts on books and other store products. A 401(k) retirement savings plan with company contributions. Equal Employment Opportunity Books-A-Million is an equal opportunity employer committed to maintaining a diverse, inclusive, and respectful workplace. The company provides equal employment opportunities without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by applicable law. Qualified applicants from all backgrounds are encouraged to apply.