Field Tech D1

Title: IT Field Technician

Classification: Non-Exempt

Reports to: IT Customer Support and Operations Manager

JOB DESCRIPTION

Position Summary:

The IT Field Technician provides onsite technical support to Vallarta Supermarkets store locations, specializing in Point-of-Sale (POS) systems, computer hardware, and store technology infrastructure. This role requires a self-starter with strong technical troubleshooting skills, excellent customer service, and the ability to work in a fast-paced retail environment.

Technicians perform hardware replacements, preventative maintenance, vendor coordination, PCI compliance inspections, and warranty exchanges. The position requires extensive travel within the assigned area, flexible work hours, and maintaining a small inventory of IT equipment and parts. The goal of this role is to deliver reliable, high-quality service that supports store operations and upholds Vallarta Supermarkets’ core values.

ESSENTIAL JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES:

Onsite Technical Support:

• Provide onsite service and customer support during field visits or dispatches.
• Install, repair, and maintain store technology systems and equipment.
• Troubleshoot POS systems (Encor & Aloha), networking issues, telephony (PBX/VOIP), virtual servers, scales, printers, workstations, and other store devices.
• Diagnose technical problems and determine appropriate solutions.
• Complete detailed service reports for all onsite work.

Hardware Replacement & Warranty Coordination:

• Perform hardware replacements for POS terminals, printers, pin pads, scanners, network devices, phones, scales, and other equipment.
• Identify equipment under warranty and coordinate RMA processes with vendors.
• Track warranty exchanges and install replacement hardware upon arrival.
• Maintain accurate inventory of assigned equipment and replacement parts.

Preventative Maintenance:

• Perform scheduled preventive maintenance on store systems and equipment.
• Conduct inspections after vendors complete preventative maintenance to ensure work meets company standards.
• Document deficiencies and escalate issues to the Field Tech Lead as needed.

Compliance & Inspections:

• Perform PCI pinpad inspect