Store Systems Helpdesk Analyst in Atlanta, GA at RaceTrac

Job Requirements

• 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.

• 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.