Job Description

Tier 1 IT Support Center Technician work from a corporate support center, in conjunction with on-site retail management and associates, as well as various GPM corporate office locations, to diagnose and correct problems negatively impacting technology operations. This position performs routine diagnostics on Network connectivity, computer hardware and software applications and various and sundry connected devices which require detailed resolution tracking in a ticketing system. This is a very dynamic, rapidly changing environment. Some job specific training will be provided.

Must be able to work a flexible schedule including all shifts, nights, weekends, and On-Call as needed. Some overtime will be required.

Responsibilities

• Aptitude to quickly learn technical principles and terminology.
• Detail oriented with superior organizational skills.
• Strong ability to prioritize tasks with a clear sense of urgency.
• Able to efficiently understand and apply information from multiple sources: documents, spreadsheets, technical manuals, maps, wiring diagrams, and more.
• Must be able complete technical projects as outlined in a detailed scope of work
• Apply analytical processes to identify, understand, and recommend solutions to recurring problems.
• Successfully resolve, at their root cause, non-routine problems using standard troubleshooting techniques and information from research and peers within defined SLA requirements.
• Escalate tickets that require additional tiered support timely and within SLA with detailed and complete documentation within the ticketing system.
• Support PDI or other Back Office enterprise solution, such as polling, end of day, grocery ordering, Pricebook download issues, general application connectivity issues such as Kronos, Focal Point, PDI, Intranet, etc.
• Provide basic troubleshooting and escalation for POTS and DSL / Internet services at all retail and office operations
• Provide basic troubleshooting and escalation for computer peripherals and other terminal devices, such as InComm, EBT, Money Order, Printers, Handheld Scanner (X3, X4, etc.), Automatic Tank Gauges (“ATG”), Check Machines, Credit and Debit Down issues, etc.

Qualifications

• High School Diploma
• Preferred one year in the field of technology and/or associate degree in Computer Engineering, or other IT certification such as MCP Certificate, A+ Certificate
• Microsoft suite of application and operating system knowledge
• Preferred candidate will have minimum one-year Petroleum C-store retail management experience and minimum one-year IT Support experience in a remote environment
• Strong analytical and critical thinking skills are needed.
• Basic Network Troubleshooting skills, such as PING, IPCONFIG, Remote desktop support, such as VNC, etc.
• Knowledgeable of both dial-up and broadband connectivity in a network topography.
• Willingness to learn both proprietary and industry-specific process and procedures
• Excellent (friendly and patient) people skills, incorporating both written and verbal communication is required.