Help Desk Technician

Position Responsibilities

• Triage, own, and resolve Tier 1 Service Desk Incidents and requests via our ServiceNow ticketing system, MS Teams, following documented processes.
• Provide operational support of Yesway retail systems infrastructure including point of sale, back office, credit card transaction support, fuel, maintenance, and repair issues.
• Provision applications according to documented processes to ensure compliance and fiscal responsibility.
• Provision and retrieve hardware, ensure asset record accuracy, and track logistics as part of documented onboarding/offboarding processes. May include hardware shipping to stores and end users.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications per defined procedures.
• Triage, troubleshoot and resolve hardware, software issues using remote assist tools.
• Follow documented and established escalation procedures to remove blockers, highlight efficiency opportunities, identify process improvement, and suggest changes where needed.
• Maintain internal and end user facing technical documentation.

Qualifications

• 2+ years’ experience in a customer facing support/service role (Retail/Customer Service/IT Helpdesk)
• POS and Back-Office systems experience
• Proven knowledge of Windows operating systems, O365 suite, PCs, printers, networking, and other devices such as hard drives, video cards, cabling, routers, network switches and hubs
• 1+ years’ experience working with ServiceNow.
• Basic, but sound network and security fundamentals skills
• Strong troubleshooting skills - the person everyone goes to. A “can fix anything” attitude.
• Flexible to work evenings/weekends/holidays.
• Excellent verbal and written communication skills, especially in setting customer expectations
• A passion for technology and problem solving.
• Proven ability to prioritize work to achieve goals.
• Experience with PDI/Enterprise 8 preferred.

Preferred Skills and Competencies

• 2+ years IT support experience in an Enterprise environment
• Relevant IT certifications (ACMT, ITIL, CompTIA etc.)
• Associate or bachelor’s degree.

Benefits

• Medical
• Dental
• Vision
• Company Paid Life Insurance
• Health Savings Account
• Flexible Savings Account
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program
• 401K with Company Match
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Voluntary Supplemental
• Life Insurance
• Disability
• Critical Illness
• Hospital Indemnity
• Accident Coverage
• Pet Care Plan
• Legal Insurance