Store Systems Helpdesk Analyst-1 in Atlanta, GA at RaceTrac

Date Posted: 9/13/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    200 Galleria Parkway Southeast
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/13/2021

Job Description

RaceTrac Company Overview

Job Description:

The Store Systems Help Desk Analyst provides support to the team responsible for the organization’s technical support work-order process for RaceTrac and RaceWay stores. This individual optimizes available resources in order to ensure accurate and efficient troubleshooting for field personnel and internal Information Systems employees. This individual serves as a knowledge expert in Store Systems as well as a main point of contact for escalated technical issues.

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.
  • Ensures exceptional customer service to all field personnel, while working to maximize efficiency.
  • Ensures proper troubleshooting steps and all process are complete for issues escalated by Store Systems Help Desk employees.
  • Serves as an escalation path for Technician I, Technician II, and Technician Lead roles.
  • Performs basic call taking and troubleshooting functions. Follows up on open service complaints and ensures a solution for vendor-related issues.
  • Guides, trains, teaches, and mentors Store Systems Support Help Desk Technicians; ensures the appropriate tools for development are readily available, easily accessible, and actively being used.
  • Develops, trains, and directs onboarding of new technicians.
  • Follows up on all critical Store Systems Help Desk procedures to ensure accuracy and thoroughness.
  • Follows all help desk standards and policies.
  • Analyzes and critically thinks about on-going issues; expected to report on trend analysis and be able to identify business-impacting issues.
  • 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.
  • Remains positive under pressure and motivate team towards providing a great customer service experience.
  • Ability to own and see complex issues through to completion; must be able to provide ownership and close the loop for issues and tasks that come through the Store Systems Help Desk.
  • Assists in creating new policies and procedures; must be able to innovate new processes and critically think about existing processes to improve upon them.
  • Completes all other tasks as assigned by leadership team.

Qualifications:

  • 1+ years experience in a technical support or help desk role preferred
  • Knowledge of PC, network, hardware, and software installation and configuration preferred
  • Proficient in Microsoft Office Suite preferred
  • Ability to maintain a flexible on-call schedule as needed required
  • Proficiency in report analysis and interpretation preferred

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