Analyst, Store Support – IT

KnitWell Group

. Provide exceptional customer service to store personnel through level 2 incident management .

Posted 9/28/2026full-timeFort Myers • Florida • United StatesMid-LevelSenior💰 $50,000 - $56,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Level 2 Incident Management, providing exceptional customer service and technical support for POS systems and related hardware. Capable of project planning, budgeting, and resource allocation while ensuring adherence to service level agreements and timelines.

Highest-signal resume keywords

Level 2 Incident ManagementPOS Systems TroubleshootingProject Planning and BudgetingCustomer Service SkillsWindows OS Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

POS SystemsWindows OSMicrosoft OfficePC Advanced TroubleshootingNetwork FundamentalsComputer Hardware UnderstandingOrPOS POS SoftwareTraffic CountersApple Hardware/SoftwareTime Tracking Tool

Soft Skills

Strong Attention to DetailExcellent Oral and Written CommunicationAbility to Handle Multiple TasksAbility to Work IndependentlyAbility to Provide Clear Direction

Tools & Technologies

POS PeripheralsTime Tracking ToolKnowledge Documentation

Certifications & Qualifications

IT Certifications

Industry Keywords

Retail ExperienceCustomer InteractionThird-Party SupportService Level Agreements

About the role

Key responsibilities & impact

Provide exceptional customer service to store personnel through level 2 incident management
Maintain brand service level agreements from a level 2 incident management perspective
Act as an additional escalation point for level 1 analysts
Troubleshoot POS registers, Apple hardware/software, traffic counters, OrPOS POS software, and POS peripherals
Assist third-party technicians during hardware installations, deinstallations, Real Estate events, and ad hoc hardware-related projects
Assist IT leadership with project planning, budgeting, resource allocation, strategy, and technology road mapping
Provide direction and oversight for store technology project work to ensure adherence to budget and timeline
Escalate project issues and risks as needed
Track time in the time tracking tool
Attend support meetings as needed
Maintain incident tickets, emails, and knowledge documentation
Work a 40-hour week plus after-hours on-call responsibilities

Requirements

What you’ll need

Bachelor degree in a Computer Related Field, IT Certifications relevant to the scope of the position, and/or hands-on working experience equivalent to the mentioned education
Minimum of three years' experience with POS Systems, Windows OS, and Microsoft Office products
Strong customer service skills
Excellent oral and written communication skills
Ability to handle multiple tasks at once
Solid understanding of POS systems
Working knowledge of network fundamentals
Understanding of computer hardware
POS/retail experience required
Ability to learn new software packages
PC advanced troubleshooting skills
Ability to provide clear direction to others
Ability to work independently
Ability to follow schedule and meet deadlines
Ability to follow process
Strong attention to detail
Ability to interact with 2nd and 3rd party support staff
Ability to work with customers, partners, and suppliers at all levels within the business
Must be authorized to work for any employer in the US without sponsorship

Benefits

Comp & perks

Merchandise discount at select KnitWell Group brands
Support for individual development
Opportunities for career mobility within the family of brands
Local volunteer opportunities
Annual donation and volunteer match to eligible nonprofit organizations
Philanthropic activities to support communities
Medical, dental, and vision insurance
401(K)
Employee Assistance Program (EAP)
Paid time off and holidays