Help Desk Specialist - Stores

Description

Stakeholder: Molly Holladay - Sr. Director of IT Service Management Job Profile/Summary: We're building a brand-new internal Help Desk team to support our 1,800+ Five Below stores, and we're looking for store-savvy problem solvers to join us on the front lines. This is a temporary remote position staffed through a third-party staffing firm; individuals in this role are not employees of Five Below. Resources will be assigned one fixed schedule and will not rotate between the two schedule options. Flexibility may occasionally be required to accommodate planned time off or unexpected absences due to illness. As a Help Desk Technician, you'll be the first voice our store teams hear when something goes wrong; whether it's a register issue, a printer jam, or a system that's acting up. Your mission is to help them get back up and running as quickly as possible, with a smile. If you've worked in a Five Below store and loved troubleshooting tech or helping your team fix things fast, this could be your next step. What You'll Do: Answer inbound support calls (as well as email and web services submissions) from store associates and create & update tickets for each issue Troubleshoot common hardware and software issues (registers, printers, pin pads, scanners, etc.) Walk store employees through basic fixes and escalate complex issues when needed Follow documented SOPs, known issues, and how-to guides to deliver consistent support Keep clear, accurate records in our ticketing system (ServiceNow) Track open tickets, follow up on unresolved issues, and close out work once complete Flag recurring issues or trends to your Supervisor so we can solve problems permanently Stay up to date on system changes and product updates Contribute to improving our internal knowledge articles and team documentation Support special projects as we grow; new systems, new store openings, and more What You Bring: Experience working in a Five Below store or other fast-paced retail environment Comfort with technology; especially registers, Windows-based systems, printers, and basic networks Patience, empathy, and a customer-first attitude; we're here to help Willingness to learn, follow structured processes, and suggest improvements Clear communication skills; written and verbal Ability to work in a call center environment, handling multiple calls and tickets per shift Bilingual in English and Spanish required High school diploma or equivalent required; technical certifications (A+, Network+, etc.) a plus Bonus Points For: Previous experience using a ticketing system like ServiceNow Prior involvement in training new hires or helping others on the job

Skills

Help desk support, Call Center, ServiceNow, retail, store support

Top Skills Details

Help desk support,Call Center,ServiceNow,retail,store support

Additional Skills & Qualifications

N/A

Experience Level

Entry Level
Job Type & Location
This is a Contract position based out of Philadelphia, PA.
Pay and Benefits
The pay range for this position is $20.00 - $23.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Aug 25, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.