Tier 1 Help Desk Technician

Location: Haslet, TX Salary: $20.00 USD Hourly - $24.00 USD Hourly Description: About the Company
A dynamic and fast-growing retail company based in Fort Worth, Texas, operating a robust network of convenience stores across multiple states. With ongoing expansion, the company is poised to strengthen its market presence nationwide.

Opportunity Overview
The Call Center Technician is pivotal in providing exemplary IT Help Desk support. This role involves handling inbound calls, documenting issues, creating service tickets, and basic troubleshooting for both corporate and store locations. Support covers alarm testing, maintenance, repairs, pricing, and hardware troubleshooting.

Key Responsibilities
Answer inbound calls with consistent quality using standardized scripting.
Log service issues and create tickets in the ticketing system.
Provide support for IT, POS systems, CCTV, maintenance, repairs, and alarms.
Troubleshoot retail systems, including POS, back-office software, credit, and fuel networks.
Ensure high service quality, meeting performance metrics like first-call resolution and satisfaction.
Escalate unresolved issues when necessary.
Adhere to call center and company standards.

Required Qualifications
At least 1 year of customer service or IT technical support experience, preferably in a call center environment.
Familiarity with Windows PCs, Microsoft 365, and hardware troubleshooting.
Proficiency in ticketing systems like ServiceNow or Service Channel (preferred).
Flexible schedule, including weekends and holidays.
Knowledge of POS systems and enterprise retail software (e.g., PDI/Enterprise 8) is advantageous.

Skills & Competencies
High school diploma required; associate or bachelor's degree in IT is a plus.
Strong communication skills with the ability to explain technical concepts effectively.
Excellent problem-solving, multitasking, and prioritization abilities.
Customer-focused approach and active listening skills.

Interview Process
Initial screening with the recruiter.
Onsite panel interview with the IT Service Desk Manager and Help Desk Lead
Offer

Equal Opportunity Statement
This company is committed to fostering an inclusive workplace and does not discriminate based on race, color, religion, national origin, gender, age, disability, or any other protected status.
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