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Form of workWho we Are:
Yesway, headquartered in Fort Worth, Texas, was ranked #2 in year-over year relative store growth on the Convenience Store News “2020 Top Growth Chains” list, as well as being named 2022 convenience store of the year. Yesway’s fast growing portfolio currently consists of over 400 stores located in Iowa, Texas, New Mexico, Oklahoma, Kansas, Missouri, Nebraska, South Dakota, and Wyoming, including most recently, the 300+ Allsup’s Convenience Store chains. Yesway plans to grow its portfolio to over six hundred convenience stores in selected regions of the United States over the next several years. www.yesway.com.
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.
- Other duties as assigned.
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.
