Help Desk Technician I

Join Our Team Job Purpose The Help Desk Technician I is an entry-level role that provides support to Holiday's c-store locations and other internal teams for hardware, software, technology onboarding, account access, store system issues, network issues, and user access requests. The technician will troubleshoot and resolve routine IT issues, escape more complex problems, and ensure excellent customer service to maintain smooth business operations. This role will work on a Help Desk team to help ensure smooth daily operations by providing prompt, professional support and escalating complex issues when needed. Duties And Responsibilities Deliver Tier 1 technical support and customer service to end users. Diagnose and resolve hardware, software, and network connectivity issues through hands-on troubleshooting. Set up user accounts, reset passwords, and manage access permissions across various systems. Accurately document support requests, solutions, and escalations in the IT ticketing system. Provide support for store operations technology, including timekeeping systems and back-office applications. Train users on basic computer functions, applications, and security best practices. Install and configure laptops, desktops, printers, mobile devices, tablets, and peripherals. Manage user accounts and permissions within Active Directory and Microsoft 365. Escalate complex or unresolved issues to senior technicians or IT management. Adhere to IT policies, security standards, and compliance guidelines. Assist with technology setup and onboarding for new employees. Communicate proactively with users regarding the status of their requests and confirm issue resolution. Provide rotating help desk coverage, including possible nights and weekends, and respond to emergency calls when required (may include onsite support). Contribute to additional IT projects, tasks, or initiatives to support organizational goals Qualifications High school diploma or equivalent required; Associate degree in Information Technology or equivalent professional experience preferred. 1-2 years of experience in IT support, help desk, or retail technology support roles. Working knowledge of computer systems, networks, printers, and peripheral devices. Experience installing, configuring, and supporting operating systems on laptops and tablets (preferred). Proficiency with Microsoft Office Suite. Strong troubleshooting skills with the ability to think quickly and adapt to changing situations. Professional, customer-focused approach with clear and effective communication skills. Skilled in prioritizing tasks, managing time efficiently, and handling multiple requests simultaneously. Detail-oriented, self-motivated, and eager to learn and grow professionally. Able to work independently as well as collaborate effectively within a team environment. Must be able to travel to store locations within Salt Lake, Utah, Davis, and Tooele counties as needed. Maintain a valid Utah driver's license and a clean driving record. Demonstrate excellent customer service and interpersonal communication skills when working with technical and non-technical staff. Strong problem-solving ability with attention to detail and a friendly, approachable demeanor. Why Holiday Oil? A stable, respected Utah company with over 60 years of growth A collaborative environment where your work directly contributes to the company's success Strong values rooted in safety, quality, and integrity Opportunities to grow your career within the Holiday Oil family Salary: $26.00 - $28.00 per hour The #J-18808-Ljbffr