Information Technology Tier 1 Support

Job Description

Job Description

Pay: $20.00/hr., plus bonus potential

The T1 Technical Support Center Representative focuses on diagnosing, troubleshooting, and routing a wide range of issues for c-store and corporate customers. Support Center roles encompass diverse responsibilities, including customer service, administration, and technical support. Strong communication and multitasking skills are essential for success in this role.

As part of the Support Center team, you will handle incoming calls and tickets for the IT and Facilities departments from retail locations. Your responsibilities include gathering detailed information, diagnosing problems, and either resolving issues or routing tickets to the appropriate teams.

Duties/Responsibilities:

• Monitor and address incoming calls and ticket queues to provide timely and efficient customer service.
• Collaborate in a team environment to assess, diagnose, and troubleshoot tickets.
• Determine dispatch and escalations for vendors and on-site technicians.
• Provide quality customer service to corporate employees and store users.
• Troubleshoot a variety of hardware, software, and equipment issues.
• Review precise documentation and execute the proper steps to reach solutions to problems.
• Guide users with little tech experience through troubleshooting.
• Document events thoroughly and with a detail-oriented eye.
• Competency in Windows operating system and basic troubleshooting skills.         
• Provide team feedback to improve our internal processes.
• Other duties may be added and/or assigned as needed.

Education/Skills/Qualifications:

• A High School Diploma or GED required; an associate degree is preferred.
• 2+ years in retail and/or help desk environments.
• Proficiency in the Windows operating system and foundational troubleshooting abilities.
• A passion for continuous learning and embracing challenges.
• Comfortable working in a fast-paced, diverse setting.
• Ability to manage multiple tasks efficiently while prioritizing effectively.
• A genuine enthusiasm for collaborating with individuals at all levels (technical and non-technical). Patience, empathy, and the ability to remain calm and professional during the support process are essential.
• Excellent written, verbal, and phone etiquette skills.
• Skilled at supporting users experiencing frustration or distress with their technical issues.  

Perks/Benefits:

• Cool incentives/performance bonuses/profit sharing.
• Focused and comprehensive training to ensure maximum success and future growth opportunities.
• Opportunity to advance with a company operating in 7 western States.
• A fun work environment with a family centric environment.
• Competitive compensation, opportunities for advancement, and flexible work schedules.
• Medical, Vision, and Dental insurance along with Paid Time Away.
• Company paid Long Term Disability and Life Insurance.
• Cool employee discounts!
• Financial benefits- 401k profit sharing, bonuses, and performance-based raises.
• Tuition Reimbursement and many more!

Physical Requirements:

• This position is an office position and is primarily sedentary and may involve repetitive motions.
• The employee is regularly required to sit, type, use a mouse, phone, or similar office equipment.
• Occasionally required to lift objects of 20 lbs. or less.

Jacksons is an Equal Employment Opportunity Employer and will ensure that applicants and employees are given equal opportunities in employment and contracting activities regardless of race, religion, color, national origin, sex, age, disability, or any other protected characteristic. #Zip