IT Service Desk Technician - Tier 2

This position requires reliable transportation, the ability to travel to store and company locations as needed, and participation in a rotating 24x7 on-call schedule, including nights, weekends, and holidays.

This position reports to the IT Service Desk Manager or designated IT leadership.

Key Responsibilities

• Provide day-to-day technical support for convenience store locations, field users, and corporate employees.

• Troubleshoot and resolve issues related to Windows PCs, laptops, user accounts, software, printers, POS equipment, payment-related peripherals, scanners, registers, and other store technology.

• Respond to support tickets, phone calls, emails, and escalations in a timely, professional, and customer-focused manner & properly document incidents, service requests, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.

• Prioritize issues based on business impact, store operations, urgency, and established service levels.

• Escalate complex, recurring, or business-critical issues to senior technicians, the Service Desk Manager, vendors, MSPs, MNSPs, or other IT resources as needed.

• Assist with hardware installation, replacement, configuration, imaging, deployment, and troubleshooting.

• Perform basic network troubleshooting for store and office environments, including connectivity, cabling, switches, routers, modems, access points, and related equipment.

• Coordinate with third-party vendors and service providers for equipment replacement, dispatches, repairs, and escalated support issues.

• Communicate clearly with store personnel, field leadership, vendors, and IT leadership regarding issue status, resolution timelines, and next steps.

Required Qualifications

• 2–4 years of hands-on IT support, desktop support, service desk, field technician, or technical support experience.

• Prior experience supporting retail, convenience store, restaurant, fuel, or other multi-site business environments.

• Strong working knowledge of Microsoft Windows workstation support, troubleshooting, configuration, updates, and end-user support.

• Experience supporting PCs, laptops, peripherals, printers, scanners, and general end-user hardware.

• Experience supporting or troubleshooting POS equipment, payment-related peripherals, or retail technology.

• Experience using ticketing systems to manage incidents, service requests, documentation, escalations, and resolutions.

• Basic understanding of networking concepts, including IP addressing, connectivity troubleshooting, cabling, switches, routers, wireless access points, and internet circuits.