HELP DESK TECHNICIAN II
: Job Details :

Who We Are:

Yesway is one of the fastest-growing convenience store operators in the United States. Established in 2015, Yesway is a multi-branded platform headquartered in Fort Worth, Texas, which operates 403 stores located in Texas, New Mexico, South Dakota, Iowa, Kansas, Missouri, Wyoming, Oklahoma, and Nebraska. We operate our portfolio primarily under two successful brands, Yesway and Allsup's. Our sites are differentiated through a leading foodservice offering, featuring Allsup's famous deep-fried burrito, and a wide variety of high-quality grocery items and private-label products. Our geographic footprint consists of stores located in attractive rural and suburban markets across the Midwest and Southwest, where we often are the convenience retail destination of choice and effectively the local grocer. We have a successful track record of growing through acquisitions and believe we are well positioned to continue to solidify our market position and grow our store count. We have received numerous industry awards for our growth initiatives, management team, loyalty program, and our employees' contributions to the industry. We offer competitive wages and outstanding benefits. Yesway values employees who thrive in a fast-paced, service-oriented, work culture and are focused on execution and collaboration.

Responsibilities:

* Resolve basic to complex retail site systems, hardware, and software issues to completion;

* Provide operational support of Yesway retail systems infrastructure including point of sale, back office, credit and fuel network;

* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications per defined procedures;

* Assist in software releases and roll-outs;

* Participate in onsite regional store migrations;

* Record, track and document the service desk request problem-solving process;

* Perform post-resolution follow ups with end users, as required;

* Develop help sheets and FAQ lists for end users, when applicable;

* Evaluate documented resolutions and analyze trends for ways to prevent future problems;

* Escalate problems (when required) and alert management to emerging trends in incidents;

* Reinforce SLAs to manage end-user expectations; and

* Independent travel 10%, after hours, weekend and holiday work required.

Qualifications:

* Associate's degree in Computer Science or related field, or equivalent combination of education and experience;

* Two to four years' experience in a retail store technology environment including point of sale, fuel, credit, back office and daily book accounting processes required, convenience store technology environment preferred;

* Proven knowledge of Windows operating systems, PCs, printers, networking hardware, and other hardware, such as hard drives, video cards, cabling, routers, and hubs;

* Experience using productivity software (MS Office suite and Remote Support Tools);

* Experience with PDI/Enterprise 8 preferred;

* High level of personal accountability;

* Strong written and verbal communication and customer service skills;

* Proven ability to manage multiple, competing priorities simultaneously; and

* Excellent analytical and problem solving abilities.

YESWAY IS AN EQUAL OPPORTUNITY EMPLOYER.