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Technical Specialist
2 months ago
Job Description: Analyze and resolve computer hardware, software and network issues. Repair user workstations, modify configurations, replace faulty components and rebuild complete systems on a variety of platforms.
Required Skills:
3+ years of technical and application support experience, ideally in a “Jack of all Trades” capacity
Extensive Windows device troubleshooting experience
Experience troubleshooting a variety of software applications
Experience partnering with Technicians to ensure conversion occurs successfully
Experience documenting issues within a ticketing system
Desired Skills:
Retail industry experience, troubleshooting store technology or POS issues
Bomgar Remote Console exposure
IT certifications such as the A+ or Net+ are desired
Description of Role/Responsibilities:
We are seeking IT Professionals who enjoy troubleshooting escalated Windows device issues. This project will be a mixture of technical troubleshooting, acting as a liaison to Technicians while they are converting a store to a new POS system and ensuring checklist items are complete. There will be several different groups involved in these store conversions so the selected individual must have excellent communication both verbally and through chats.
RIS Project: Almost 6000 Speedway stores are converting their in-store technology. This is one of the biggest projects across the organization. Right now they are converting 3-4 stores per day. In August they are ramping to 6 stores then September going to 9 stores per day. Each “conversion” should take roughly 6 hours if everything goes perfectly. They are averaging 7.5 hours per store. Some stores could take 10 hours.
Conversion Analysts Responsibilities: Act as the main POC and represent the TSC within this project. Have to first check and make sure the store is completely offline prior to starting the conversion, then help the Technician who is actually onsite converting the technology over. The groups involved are all chatting through Teams/Slack with updates.
Issues that could occur:
Handling hard drive replacements, icons missing from registers, fuel controllers not reading correctly, 3 handheld devices in the stores not working correctly.
