Help Desk Technician I - All Shifts

Loves Travel Stops & Country Store; Oklahoma City (OK); Presencial; USD 35.000 - 55.000; Jornada completa

Descripción de la vacante

Love's Travel Stops & Country Stores Inc. in Oklahoma City is looking for Tier I Help Desk Technicians to provide frontline support for corporate and store employees.

The role focuses on diagnosing, documenting, and resolving end-user requests to meet SLA expectations, with escalation as needed. The position requires strong communication, hardware and software knowledge, and familiarity with Windows and Apple iOS environments.

Formación

• HS Diploma or equivalent required.
• College degree in Computer Science preferred.
• CompTIA A+ Certification preferred.
• Experience with desktop operating systems, including Windows.
• Knowledge of basic computer hardware and peripherals.

Responsabilidades

• Identify, diagnose, and resolve computer related issues for corporate and store employees, providing frontline service for all incoming requests.
• Field necessary requests to the Support Center via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems; alerting Help Desk Tech II’s when potential trends in incidents arise.
• Record, track and document the Support Center request problem-solving process, including all successful and unsuccessful attempts made, actions taken, through to final resolution.
• Assist in software releases and roll-outs according to Change Management best practices.
• Troubleshoot issues utilizing the following tools; software updates, drivers, knowledge based documents, FAQ resources on the Internet/Intranet, and diagnostic tools.
• Reinforce SLAs to manage end-user expectations.
• Other duties assigned as needed.

Conocimientos

Windows OS

Apple iOS

Microsoft Office

Excellent communication

Team player

Educación

HS Diploma or equivalent

College degree in Computer Science

Three years equivalent work experience

Descripción del empleo

Select how often (in days) to receive an alert:

*Applicants must be legally authorized to work in the United States. We do not provide sponsorship for employment visas now or in the future.*

Welcome to Love's! We are hiring for Tier I Help Desk Technicians – All Shifts to provide front-line support for the Love’s Corporate and Field requests. The Help Desk Technician – Tier I’s job is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

*This role requires representatives to be present at our Memorial Road location regardless of the assigned shift. Love's Help Desk operates on-site 24 hours a day*

Job Functions:

• Identify, diagnose, and resolve computer related issues for corporate and store employees, providing frontline service for all incoming requests.
• Field necessary requests to the Support Center via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems; alerting Help Desk Tech II’s when potential trends in incidents arise.
• Record, track and document the Support Center request problem-solving process, including all successful and unsuccessful attempts made, actions taken, through to final resolution.
• Assist in software releases and roll-outs according to Change Management best practices.
• Troubleshoot issues utilizing the following tools; software updates, drivers, knowledge based documents, FAQ resources on the Internet/Intranet, and diagnostic tools.
• Reinforce SLAs to manage end-user expectations.
• Other duties assigned as needed.

Experience and Qualifications:

• HS Diploma or equivalent required
• College diploma or university degree in the field of computer science and/or three years equivalent workexperience preferred
• CompTIA A+ Certification Preferred
• Knowledge of basic computer hardware and peripherals.
• Experience with desktop operating systems, including Windows

Skills:

• Hard Skills:
  • Knowledge of both Windows OS and Apple iOS
  • Familiarity with Microsoft Office
  • Understanding of basic computer hardware and peripherals
• Soft Skills:
  • Exceptional written and oral communication skills
  • Strong interpersonal skills with a focus on rapport-building
  • Outstanding listening, questioning, and problem-solving abilities
  • Keen attention to detail
  • Ability to work effectively as a team player

Physical Demands:

• Requires prolonged sitting, some bending and stooping.
• Occasional lifting up to 40 pounds.
• Manual dexterity sufficient to operate a computer keyboard, mouse and other computer components.
• Requires normal range of hearing and vision

Our Culture:

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.