<p>Summary:</p> <p>Join Maverik as a Help Desk Agent 2, where you'll be the first line of technical support for our stores. Troubleshooting networks, POS systems, fuel pumps, and a variety of in-store devices. In this fast-paced, 24/7 support role, you'll diagnose issues, provide quick resolutions, and collaborate with a skilled team to keep operations running smoothly. Your work ensures our stores stay connected and ready to serve customers every day.</p> <p>Work Location:</p> <p>This is a hybrid position based in our Salt Lake City office, working on-site 4 days a week with the option to work from home 1 day a week.</p> <p>Essential Duties and Responsibilities:</p> <ul> <li>Respond to inquiries via email and phone clarifying, researching, locating, and providing necessary information </li><li>Conduct remote troubleshooting using remote access tools. </li><li>Perform troubleshooting through outbound phone calls. </li><li>Resolve issues by clarifying problems, researching and exploring possible solutions, implementing fixes, and escalating unresolved problems when necessary. </li><li>Fulfill service requests by clarifying information, completing call tickets, forwarding requests, and dispatching both third-party and internal technicians. </li><li>Maintain the ticketing system by accurately logging and tracking all information updates. </li><li>Provide technical support to system users across various platforms. </li><li>Collaborate with stakeholders on issues related to Point of Sale, Fuel, and Networking systems. </li><li>Mentor, train and support new hires. </li></ul> <p>Qualifications: Education</p> <ul> <li>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. </li></ul> <p>Qualifications: Experience</p> <ul> <li>2+ years of experience in help desk delivery or customer service role in retail or C-Store environment. </li><li>Experience with using productivity software such as MS Office Suite, Jira, Confluence, and Remote Support tools, preferred. </li><li>Experience with Window Systems such as Windows CE/Mobile, 7, 8, and embedded preferred. </li></ul> <p>Qualifications: Team Member Leadership Skills</p> <ul> <li>Communicates clearly and respectfully with peers and leaders. Adjusts messaging based on audience and listens actively to ensure shared understanding. </li><li>Takes initiative to meet individual goals and deadlines. Stays focused on priorities and follows through to completion with minimal prompting. </li><li>Demonstrates self-awareness and responds thoughtfully in interactions. Approaches others with empathy and contributes to a respectful, supportive team environment. </li><li>Identifies issues and solves routine problems using logical thinking and available resources. Knows when to escalate and seeks input when needed. </li><li>Delivers high-quality work and responds promptly to customer needs. Builds trust through reliability, attention to detail, and a positive attitude. </li><li>This is not an all-encompassing list of Leadership Skills, but rather those identified as most essential for success in this position. </li></ul> <p>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.</p> <p>Compensation & Benefits</p> <p>Pay Range: $21.00 - $23.00/hour</p> <p>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 candidate's experience, education, skills, and current market conditions.</p> <p>Benefits Include:</p> <ul> <li>Full Health, Dental, and Vision Package with company contribution to cost </li><li>In-Store and Fuel Discounts </li><li>Retirement plan with company match (401K) </li><li>Eligible for the annual incentive bonus program </li><li>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 </li><li>Comprehensive Paid Time-Off Policy, along with additional perks and benefits </li></ul>