IT Infrastructure Specialist

About the role

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. The Deskside Support Technician provides advanced technical support for Windows and Macintosh desktops, laptops, and mobile devices, ensuring reliable endpoint services for internal users. The role troubleshoots and resolves hardware, software, application, peripheral, and connectivity issues from the network drop through the end-user device, supporting iOS and Android devices, mobile device enrollment and configuration, VPN, wireless connectivity, printers, docking stations, and other endpoint technologies. The technician collaborates with IT teams to resolve escalated issues, maintain documentation and asset records, and deliver a professional, customer-focused support experience, excluding security patching and update management.

Responsibilities

• Provide Tier 1/Tier 2 deskside support for Windows and macOS desktops, laptops, peripherals, and enterprise applications, resolving hardware, software, and connectivity issues.
• Support iOS and Android smartphones and tablets, including device setup, configuration, troubleshooting, connectivity, and corporate access.
• Deliver White Glove support to senior leaders and executives, providing priority response, proactive assistance, and a high-touch customer experience.
• Troubleshoot LAN, Wi-Fi, VPN, remote access, and Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint, while escalating complex issues to specialized IT teams.
• Manage endpoint provisioning, onboarding, imaging, refreshes, hardware replacement, asset tracking, ITSM documentation, SLA compliance, knowledge-base updates, and continuous support process improvements.

Requirements

• Education: Associate’s or Bachelor’s degree in IT, Computer Science, Information Systems, or a related field is preferred; equivalent relevant IT certifications and professional experience may be accepted in lieu of a degree.
• Experience: 2+ years of relevant work experience.
• Certifications (preferred): CompTIA A+/Network+/Security+, Microsoft Endpoint Administrator, Microsoft 365/Azure Fundamentals, ITIL 4 Foundation, Apple Certified Support Professional/IT Professional, Jamf certifications, HDI Desktop Support Technician.

Skills

• Microsoft 365 & Enterprise Applications: Proficiency with Microsoft 365, SharePoint, Teams, Outlook, OneDrive, and enterprise software applications.
• Endpoint Management & Deployment: Hands-on experience with Windows and macOS deployment, imaging, software installation, configuration, and troubleshooting.
• Mobile Device Management: Experience with Microsoft Intune and Jamf for device enrollment, configuration, application deployment, compliance, and support of iOS, Android, and macOS devices.
• Networking & IT Infrastructure: Working knowledge of LAN/Wi-Fi connectivity, VPN, TCP/IP, DNS, DHCP, Cisco networking technologies, and endpoint-to-network troubleshooting.
• Technical Problem-Solving & IT Service Management: Strong analytical and troubleshooting skills, customer-service orientation, ITIL practices, incident management, documentation, and ability to resolve and escalate complex technical issues.