Help Desk Technician I, 2nd Shift

Join Pilot Company as a Help Desk Technician *Please note this is a second shift position*

The purpose of this job is to provide first level technical support to all company fueling locations and restaurants.

Responsibilities:

Utilize defined help desk processes and procedures to provide first level technical support to all company fueling locations and restaurants including responding to store inquiries

Analyze and resolve problems with hardware and software, and provide any additional assistance necessary to ensure a positive guest experience

Monitor system alerts to ensure company sites are fueling 100% of the time, and troubleshoot and resolve any fueling issues at store level

Assist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions in order for the company to receive payment Assist stores and restaurants with cash balancing and the end of day processes; provide limited support for cash recycler issues including store personnel observation to clear jams within the recycler

Assist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessary

Troubleshoot hardware issues within stores and if necessary, once replacements have been received, assist stores with the installation of new hardware

Assist stores and restaurants with point of sale (POS) hardware and software issues to ensure a positive guest experience; assist with diagnosis and correction of issues with back office computers and printers Monitor email requests for service and support

Model behaviors that support the companys common purpose; ensure guests and team members are supported at the highest level

Ensure all activities are in compliance with rules, regulations, policies, and procedures

Complete other duties as assigned

Requirements:

High school diploma or equivalent certification required

Associate degree in technology preferred

Minimum one year help desk experience required

Basic knowledge of Microsoft Office

Basic knowledge of Microsoft Operating Systems

Problem solving skills

Attention to detail

Ability to multitask and work effectively in a fast-paced environment under tight deadlines

Ability to communicate technical information to non-technical users