IT Support Technician II

IT Support Technician IIAre you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!Cumberland Farms is a member of the EG America family of brands. EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming America's #1 'one-stop' destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members. You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.What We Offer:Competitive WagesWork today, get paid tomorrow through our earned wage access program*Paid Time OffMedical/Health/Dental Coverage401K with Company MatchTeam Member DiscountsTuition ReimbursementEmployee Assistance ProgramHealth Savings AccountCompany Spirit DaysEmployee recognition and awardsAnd much more!Position Summary:The IT Support Technician II roles represents a senior or experienced team member that can perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management. The candidate must demonstrate the ability to work on projects independently with minimal or no direction. The candidate must be able to track, monitor and provide recommendations on supporting Helpdesk processes without prompting.Responsibilities:1. Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues2. Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role3. Provide training and mentorship to new IS Support Technicians4. Responsible for reviewing and approving new or existing Knowledge Management records5. Responsible for identifying, creating and communicating Problem Management records6. Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staffWorking Relationships:The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.Requirements:Minimum Education: High School Diploma, GED, Some Technical CourseworkPreferred Education: Associates or Bachelor's DegreeMinimum Experience: 1-2 years' experience in a retail call center environment. Must have knowledge of Microsoft based operating systems and basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.Preferred Experience: Experience working in a call center environment using ITIL based call center software. Experience in ITIL Service Transition or Operation methodologies are a plus: Incident Management, Request Fulfillment, Problem Management or Knowledge ManagementLicenses/Certifications: A+ or ITIL Foundations Certification preferredSoft Skills: The following is required: excellent verbal and written communication skills; ability to understand customer / end-user needs and translate them into technical terms; exhibited troubleshooting and problem solving skills; the ability to explain technical issues to non-technical users; solid time management and organizational skills; excellent attention to detail; and, ability to work well in a team environment.Other:Physical: Must be able to lift 0-50 lbsTravel: 0-5%Hours & Conditions: Based on business needOther: NAAdditional Info:At EG America, it's important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.