Apply on Employer Site

Yesway · 11 hours ago

Help Desk Technician

Fort Worth, TX

Full-time

Onsite

Entry Level

2+ years exp

Yesway is an award-winning convenience store operator headquartered in Fort Worth, Texas. They are seeking a Help Desk Technician to provide operational support for retail systems infrastructure and resolve service desk incidents, ensuring compliance and efficient processes.

E-CommerceRetailRetail Technology

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

Other duties as assigned

Qualification

POS systems experienceWindows operating systemsServiceNow experienceO365 suiteTroubleshooting skillsNetworking fundamentalsCustomer service experienceIT certificationsTechnical documentationCommunication skillsProblem solving

Required

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