Help Desk Technician

Yesway; Fort Worth, Northern (TX, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance

Health Savings Account

Flexible Savings Account

Short- & Long-Term Disability

Employee Assistance Program

401K with Company Match

Paid Vacation

Paid Sick Time

Paid Holidays

Pet Care Plan

Legal Insurance

Job summary

Yesway is seeking an IT Helpdesk professional to triage, own, and resolve Tier 1 incidents using ServiceNow, MS Teams, and defined processes in Fort Worth, TX. You will support POS, back-office systems, and hardware, ensuring asset records and onboarding/offboarding are accurate.

Responsibilities include hands-on desktop fixes, software/hardware installation, and following escalation procedures. Strong communication and problem-solving skills are essential.

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.
• 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.

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.

Skills

Customer support

Troubleshooting

Communication

Problem solving

Tech-savvy

Education

Associate or Bachelor's degree

Tools

ServiceNow

POS systems

Back-office systems

Printers

Networking gear

Job description

Description

Who we Are:

Yesway is an award-winning convenience store operator established in 2015 and headquartered in Fort Worth, Texas. With 450 stores across nine states in the Midwest and Southwest, Yesway is renowned for its iconic food service offerings, diverse grocery selections, and private-label products, including the renowned Allsup's deep-fried burrito. Through strategic acquisitions, new store developments, and a commitment to customer satisfaction, Yesway continues to solidify its position as one of the leading convenience retailers in the United States. For more information, visit 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.
• 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
• Associate or bachelor's degree.
• Medical
• Vision
• Company Paid Life Insurance
• Health Savings Account
• Flexible Savings Account
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program
• 401K with Company Match
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Voluntary Supplemental
• Life Insurance
• Disability
• Critical Illness
• Hospital Indemnity
• Pet Care Plan
• Legal Insurance

Yesway is proud to be an Equal Opportunity Employer. #LI-BM2 #LI-ONSITE

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.