Retail Help Desk Agent 2

Maverik, Inc.; Salt Lake City (UT); Hybrid; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health, Dental, Vision package

In-Store and Fuel Discounts

401K with company match

Annual incentive bonus program

Profit sharing

Paid Time-Off

Job summary

Maverik, Inc. is seeking a Retail Helpdesk Agent 2 at its Salt Lake City Headquarters to troubleshoot POS, Fuel, and Networking systems, using remote tools and mentoring new hires.

You’ll resolve issues by researching, logging tickets, and collaborating with store teams; you’ll handle inquiries by phone/email, perform outbound troubleshooting, and dispatch technicians as needed. This hybrid role offers competitive pay, benefits, and growth opportunities.

Qualifications

• 2+ years of help desk or customer service experience in retail or C-store environment.
• Experience with MS Office, Jira/Confluence, and remote support tools preferred.

Responsibilities

• Respond to inquiries via email and phone clarifying and providing information.
• Conduct remote troubleshooting using remote access tools.
• Perform troubleshooting via outbound calls.
• Resolve issues by researching, implementing fixes, and escalating when needed.
• Fulfill service requests and dispatch technicians.
• Maintain the ticketing system with accurate logs.
• Provide tech support to system users across platforms.
• Collaborate with stakeholders on POS, Fuel, and Networking issues.
• Mentor and support new hires.

Skills

Customer service

Help desk

Retail tech support

Education

Associate degree or equivalent in IT or related field

Bachelor’s degree in relevant field acceptable

Tools

MS Office Suite

Jira

Confluence

Remote Support tools

Windows systems

Job description

At Maverik, we don’t just offer jobs, we offer adventures.
When technology hits a roadblock, you’ll help get things moving again. As a Retail Helpdesk Agent 2, you’ll be a go‑to resource for troubleshooting the technology that keeps our stores running, from Point of Sale and Fuel systems to Networking. You’ll dig into problems, find solutions using remote support tools, and partner with teams to tackle more complex issues. You’ll also bring your experience to the team by mentoring and supporting new hires along the way.
Why this role matters
Our stores depend on reliable technology to serve customers and keep operations moving. Your ability to troubleshoot quickly, provide dependable support, and know when to elevate an issue helps minimize disruptions and keeps our teams focused on the adventure ahead.
Location/Schedule
This role is based at our Salt Lake City Headquarters and follows a hybrid schedule with four days in-office and one remote day each week.
What You’ll Do In This Role

• Respond to inquiries via email and phone clarifying, researching, locating, and providing necessary information
• Conduct remote troubleshooting using remote access tools.
• Perform troubleshooting through outbound phone calls.
• Resolve issues by clarifying problems, researching and exploring possible solutions, implementing fixes, and escalating unresolved problems when necessary.
• Fulfill service requests by clarifying information, completing call tickets, forwarding requests, and dispatching both third-party and internal technicians.
• Maintain the ticketing system by accurately logging and tracking all information updates.
• Provide technical support to system users across various platforms.
• Collaborate with stakeholders on issues related to Point of Sale, Fuel, and Networking systems.
• Mentor, train and support new hires.

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.
You’ll be a great fit for this adventure if you have:

• 2+ years of experience in help desk delivery or customer service role in retail or C-Store environment.

Bonus Points If You Also Bring

• Associate degree or equivalent from two-year College or technical school in Information Technology, Computer Science or related field, preferred. Bachelor’s degree in relevant field also acceptable.
• Experience with using productivity software such as MS Office Suite, Jira, Confluence, and Remote Support tools, preferred.
• Experience with Window Systems such as Windows CE/Mobile, 7, 8, and embedded preferred.

Compensation & Benefits
Pay Range:$21.00-$23.00/hour + DOE and Bonus Opportunities
The above salary range represents a general guideline; however, Maverik considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidates experience, education, skills, and current market conditions.
Benefits Include

• Full Health, Dental, and Vision Package with company contribution to cost
• In-Store and Fuel Discounts
• Retirement plan with company match (401K)
• Eligible for the annual incentive bonus program
• Profit Sharing: When Maverik succeeds, so do you. Team Members are eligible for annual profit sharing—our way of recognizing the important role you play in our success
• Comprehensive Paid Time-Off Policy, along with additional perks and benefits