Store Systems Help Desk Technician (Overnight/3rd Shift) in Atlanta, GA at RaceTrac

Date Posted: 11/11/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    200 Galleria Parkway Southeast
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/11/2021

Job Description

RaceTrac Company Overview

Job Description:

The Store Systems Help Desk Technician is responsible for supporting the organization’s technical support work order process through call dispatching functions. This individual serves as the first line of response for technical issues streaming from field personnel and optimizes available resources to ensure accurate and efficient problem solving.

Duties and Responsibilities Include: 

  • Provides support to Store Systems Help Desk team responsible for handling trouble tickets submitted by RaceTrac and RaceWay store teams for all technical equipment and software applications at the store. Technicians are required to close a minimum of 6 tickets per 8 hour work day.
  • Ensures exceptional customer service to all field personnel, while working to maximize efficiency.
  • Performs basic call taking and troubleshooting functions. Follows up on open service complaints and ensures a solution is met for vendor-related issues. 
  • Consistently follows all help desk standards and policies.

Responsibilities:

  • Provides support to Store Systems Help Desk team responsible for handling trouble tickets submitted by RaceTrac and RaceWay store teams for all technical equipment and software applications at the store. Technicians are required to close a minimum of 6 tickets per 8 hour work day.
  • Ensures exceptional customer service to all field personnel, while working to maximize efficiency.
  • Performs basic call taking and troubleshooting functions. Follows up on open service complaints and ensures a solution is met for vendor-related issues. 
  • Consistently follows all help desk standards and policies.
  • Manages time efficiently on a day-to-day basis to ensure all tasks and SLAs are complete in a timely manner
  • Reads and responds to emails; RaceTrac expects all employees to stay up-to-date on current tasks, issues, processes, and communications

Qualifications:

  • High School GED required
  • Bachelor’s degree from an accredited college or university; a degree in Business, Information Technology, or related field preferred
  • 1+ years experience in a technical support to help desk role a plus
  • Knowledge of PC, network, hardware, and software installation and configuration a plus
  • Proficient in Microsoft Office Suite preferred

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