Help Desk Technician I

2 days ago

Oklahoma City, Oklahoma, United States Love's Travel Stops Full time
Job Title: Help Desk Technician I

Job Summary:

The Help Desk Technician I is responsible for providing front-line support for the Love's Support Center. This role involves receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when necessary to maintain Service Level Agreement (SLA) expectations.

Key Responsibilities:

  • Identify, diagnose, and resolve computer-related issues for corporate and store employees.
  • Field necessary requests to the Support Center via telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Record, track, and document the Support Center request problem-solving process.
  • Assist in software releases and roll-outs according to Change Management best practices.
  • Troubleshoot issues utilizing software updates, drivers, knowledge-based documents, FAQ resources, and diagnostic tools.
  • Reinforce SLAs to manage end-user expectations.

Requirements:

  • HS Diploma or equivalent required.
  • College diploma or university degree in computer science and/or three years equivalent work experience preferred.
  • Knowledge of basic computer hardware and peripherals.
  • Experience with desktop operating systems, including Windows.

Skills and Physical Demands:

  • Hard Skills: Knowledge of Windows OS and Apple iOS, Microsoft Office, and basic computer hardware and peripherals.
  • Soft Skills: Exceptional written and oral communication, exceptional interpersonal skills, with a focus on rapport-building.

About Love's Travel Stops:

Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For over 55 years, we've provided customers with highway hospitality and 'Clean Places, Friendly Faces.' We're passionate about serving drivers with clean, modern facilities stocked with fuel, food, and supplies.

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