Service Desk L2 Support Specialist

Job Summary:

As part of the IT Service Delivery team, the Service Desk L2 Support Specialist will work closely with IT management and Network Engineering to help resolve issues and problems reported by Global's end user community. You will be responsible for the timely resolution of end user issues, the escalation of issues within the Service Desk team, as well as escalation to other groups outside of the Service Desk. In this role you will act as the second level of escalation on our team. Allowing us to improve our First Contact Resolution percentages. You will be updating or creating knowledge base content as you resolve problems and issues. This role requires regular interaction with IT Solutions Architects and management to resolve technology issues and/or improve IT services. This position is based out of Waltham, MA with occasional travel to our office in Branford CT. We offer a flexible work environment. This means working up to 2 days a week remotely and the rest of the time in the office.

At Global Partners, business starts with people. Since 1933, we've believed in taking care of our customers, our guests, our communities, and each other—and that belief continues to guide us.  

The Global Spirit is how we work to fuel that long term commitment to success. As a Fortune 500 company with 90+ years of experience, we're proud to fuel communities—responsibly and sustainably. We show up every day with grit, passion, and purpose—anticipating needs, building lasting relationships, and creating shared value. 

Job Description:

• Setup and maintenance of desktop and laptop computers, printers, mobile devices, and other equipment.
• Assisting in the onboarding and offboarding process of employees
• Providing proactive support and training to the user community.
• Proactively identify and recommend enhancements to the overall IT infrastructure.
• Monitoring of the technical infrastructure using Global's Network Monitoring Platform.
• Assisting end users with installation, configuration and troubleshooting of hardware and software to ensure continued usability of equipment and software.
• Providing desk side or remote assistance to end users in the use of existing and new technologies, hardware, and software.
• Contributing knowledge and updated information into Global's IT Knowledge Base.
• Additional hours may be required for problem management and special projects.
• Participation in Global's "off-hours" coverage rotation
• Tracking open issues using Global's ticketing system.
• Occasional travel to remote sites

Additional Job Description:

• Strong working knowledge of Windows 10, Windows Server 2012, 2016, 2019 and MS Office.
• A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking.
• Capable of building user workstations and/or laptops.
• Strong working knowledge of Laptops, Desktops and Printers support
• Ability to effectively support remote users via phone, email, and desktop remote control software.
• Have a strong working knowledge of the Apple ecosystem and able to troubleshoot Mobile Device Issues (iPhones, iPads)
• Basic phone PBX skills.
• Microsoft Networking: Printer management, File Share management, Active Directory, Microsoft IIS, Internet Explorer, DHCP and DNS.
• Basic IP networking skills.
• Basic WLAN Wireless.
• LAN printer setup, configuration, and troubleshooting.
• Voice and electronic faxing.
• The ability to work independently or in a group setting.
• Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.
• A strong customer service focus and attitude.
• Good organizational skills.
• Good verbal and written communications skills.
• Proficient documentation skills in MS Visio, MS Word, and MS Excel.
• Desire to be challenged.
• None Bachelor's Degree High school or GED In Information Technology or Computer Science

Pay Range:

$ $42.60

The pay range for this position is outlined above. The final amount offered at the start of employment is determined based on factors including, but not limited to, experience level, knowledge, skills, abilities and geographic location, and the Company reserves the right to modify base salary at any time, including for reasons related to individual performance, Company or individual department/team performance and market factors.

Our Commitments to You

• Coins We offer competitive salaries and opportunities for growth. We have an amazing Talent Development Team who create trainings for growth and job development.

• Health & Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support.

• The Road Ahead – We offer 401k and a match component

• Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service.

What to Expect From the Hiring Process

We value passion and potential. Please apply if you're qualified and interested—we'd love to hear from you. 

A member of our Talent Acquisition team will review your application and may connect you with the hiring manager if your experience is a strong match. 

Interviews are conducted virtually and in person, depending on the role. We'll provide more details about next steps if selected to move forward.  

Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at or 781-7GP-WORK.

*Disclaimer: At Global Partners, we don't use lie detector tests for any employment decisions. We follow all the rules and regulations, so we need to let you know: In Massachusetts, it's illegal to require or administer a lie detector test as a condition of employment of continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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