Service Desk Technician
This position comes with world class compensation, benefits, 401(k) match, profit sharing, and PTO.
This position is part of the Sunoco Retail Technical Help Desk. The Technical Help Desk provides Point of Sale support for all Sunoco Retail locations and their partners. Support is provided 7 days a week including after hours on call. All support is provided over the phone.
- Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting and walking customers through problem solving process
- Respond to queries by phone, email or ticketing system
- Ensure accuracy and completeness of logged ticket information to support reporting and escalations
- Escalate to and work with onsite vendors as required to resolve issues
- Follow up with customers to verify issues have been resolved
- Work to resolve tickets within established SLA’s
- Assist with software patch deployment projects and monitoring
- Submit KB articles for issue resolution and software support to team leads
- Provide positive customer support experience
- Provide after-hours support on a rotational basis
Education and/or Experience, Knowledge, Skills & Abilities:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:
- 0-2 years of experience in IT, Windows based desktop and/or POS (Point of Sale) support
- Experience with ticket tracking systems and meeting ticket resolution SLAs
- Experience with Local Area Networks, Wide Area Networks
- Experience resolving standard Windows desktop issues, and basic understanding of PC and POS networking
- This position requires strong customer service, written, and verbal communication skills
- Experience supporting POS (Radiant, VeriFone, Fiscal, Passport, etc.) in a c-store environment would be helpful, but not required
- Experience with desktop support tools and the ability to quickly learn new tools and technologies
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Usually, normal office working conditions.
- Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.
An equal opportunity employer/disability/vet
Energy Transfer is an equal opportunity employer and does not discriminate against qualified applicants on the basis of actual or perceived race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.
The nature and frequency of the above working conditions and requirements may vary depending on individual operational circumstances. Where feasible, the Partnership will make reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.
DISCLAIMER: The statements listed in this job posting, which are subject to change, are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
An equal opportunity employer/disability/vet
Energy Transfer is an equal opportunity employer and does not discriminate against qualified applicants on the basis of actual or perceived race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.
The nature and frequency of the above working conditions and requirements may vary depending on individual operational circumstances. Where feasible, the Partnership will make reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.
DISCLAIMER: The statements listed in this job posting, which are subject to change, are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.