Senior IT Support Specialist

Casey's; Ankeny (IA); On-site; USD 33,000 - 43,000; Full time

Benefits offered by this job

Health insurance

401k match

Onsite cafeteria

Job summary

Casey’s is seeking a Senior IT Support Specialist in Ankeny, IA to provide expert technical support across the organization. You will diagnose hardware and software issues, mentor teammates, and own incidents from initial triage to resolution.

The role emphasizes security, process improvement, and collaboration with other IT teams. You must be within commutable distance to our Store Support Center and be onsite five days per week.

Qualifications

• Associate's degree in Information System or related field.
• Equivalent work experience will be considered in lieu of degree.
• At least three years of work-related experience preferred. CompTIA A+ is a plus.

Responsibilities

• Serve as escalation point for complex technical issues requiring advanced troubleshooting.
• Respond to support requests via phone, chat, and ITSM platform with a positive experience.
• Diagnose hardware, software, and system issues with established processes and critical thinking.
• Guide teammates through solutions and remediation steps.
• Own incidents from investigation through resolution with timely communication.

Skills

Interpersonal skills

Verbal communication

Problem-solving

Independent work

Education

Associate’s degree in Information Systems

Equivalent work experience

Tools

ITSM tools

MS Word

MS Excel

POS software

Fuel software

Job description

At Casey's, technology powers everything from our stores and distribution centers to our Store Support Center. As a Senior IT Support Specialist, you'll play a critical role in keeping our business running smoothly by providing expert technical support and serving as a trusted resource for team members across the organization. In this role, you'll be a problem solver, mentor, and technical expert who takes ownership of complex issues, drives continuous improvement, and helps elevate the capabilities of the entire IT Support team. If you enjoy troubleshooting challenging problems, helping others succeed, and making a meaningful impact through technology, we'd love to hear from you.

Key Responsibilities

• Serve as a key escalation point for complex technical issues that require advanced troubleshooting and problem-solving skills.
• Respond to support requests through phone, chat, and our IT service management platform while delivering a positive support experience.
• Diagnose hardware, software, and system issues using established processes, technical expertise, and critical thinking.
• Guide team members through solutions and remediation steps, helping them gain confidence and understanding along the way.
• Own incidents from initial investigation through resolution, ensuring timely communication and follow-up.
• Document support activities, troubleshooting steps, and resolutions to maintain accurate records and strengthen team knowledge.
• Collaborate with other IT teams to *escalate* and resolve issues that require specialized expertise.
• Identify opportunities to improve support processes, tools, and documentation, helping create a better experience for both team members and the IT organization.
• Mentor and support less experienced team members by sharing knowledge, best practices, and technical expertise.
• Help safeguard Casey's systems and data by following security, privacy, and compliance standards.

Compensation: Starting pay range: $23.75 - $31.25. Actual pay may vary based on Casey’s assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, and qualifications. Other factors impacting pay include local prevailing wages and internal equity. This position is eligible for an annual cash bonus based on company performance. Our full salary range for this role does extend beyond the hiring range listed, allowing team members the opportunity to continue to grow within the company.

What you can expect when you join the Casey's team:

• A transformative culture putting service first and taking pride in caring for our guests, our communities, and each other.
• Opportunities to use cutting edge technologies and enterprise-wide collaboration to enable our strategy and drive world class service.
• We're here for families! Great benefits including choices in medical plans, dental, vision, life insurance, charitable giving programs, parental leave and an onsite Child Development Center.
• Competitive pay, 401k company match up to 6%, vacation & sick time, paid holidays, volunteer time, and an onsite cafeteria.
• Dress for your day dress code, jeans are welcomed!
• The opportunity to work for a big company that has not lost our small company feel. Our senior leadership team is engaged, involved and accessible!

What are you waiting for? Come be a part of a company that is growing, transforming and is here for good!

Requirements

• This position requires authorization to work in the U.S. without the need for employment-based immigration sponsorship now or in the future. Casey’s will not provide sponsorship or employer support for applications or petitions for F-1 OPT, F-1 CPT, H-1B, L-1, TN, O-1, E-3, H-1B1, J-1, or any other employment-based visa.
• Associate's degree in Information System or similar field, or equivalent work-related experience required.
• At least three years of work-related experience required. CompTIA A+ Certification is a plus.
• Proficient knowledge of ITSM tools and Microsoft Office programs including Word and Excel are strongly preferred.
• Prior experience with Point-of-Sale Software, Fuel Software, and associated hardware is preferred.
• Strong interpersonal and verbal communication skills.
• Strong analytical and problem-solving skills with the ability to communicate with end users to their level of technical understanding.
• Self-starter with the ability to work independently and within a team atmosphere.
• Ability to build relationships and work collaboratively within the support team and across the organization.

This role does not allow for 100% remote work. Qualified candidates must live within a daily commutable distance of Casey's Store Support Center in Ankeny, IA and be willing to work onsite 5 days per week.