IT Service Desk Technician - Tier 2

This position requires reliable transportation, the ability to travel to store and company locations as needed, and participation in a rotating 24x7 on-call schedule, including nights, weekends, and holidays.

This position reports to the IT Service Desk Manager or designated IT leadership.

Key Responsibilities

• Provide day-to-day technical support for convenience store locations, field users, and corporate employees.
• Troubleshoot and resolve issues related to Windows PCs, laptops, user accounts, software, printers, POS equipment, payment-related peripherals, scanners, registers, and other store technology.
• Respond to support tickets, phone calls, emails, and escalations in a timely, professional, and customer-focused manner & properly document incidents, service requests, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Prioritize issues based on business impact, store operations, urgency, and established service levels.
• Escalate complex, recurring, or business-critical issues to senior technicians, the Service Desk Manager, vendors, MSPs, MNSPs, or other IT resources as needed.
• Assist with hardware installation, replacement, configuration, imaging, deployment, and troubleshooting.
• Perform basic network troubleshooting for store and office environments, including connectivity, cabling, switches, routers, modems, access points, and related equipment.
• Coordinate with third-party vendors and service providers for equipment replacement, dispatches, repairs, and escalated support issues.
• Communicate clearly with store personnel, field leadership, vendors, and IT leadership regarding issue status, resolution timelines, and next steps.

Required Qualifications

• 2–4 years of hands-on IT support, desktop support, service desk, field technician, or technical support experience.
• Prior experience supporting retail, convenience store, restaurant, fuel, or other multi-site business environments.
• Strong working knowledge of Microsoft Windows workstation support, troubleshooting, configuration, updates, and end-user support.
• Experience supporting PCs, laptops, peripherals, printers, scanners, and general end-user hardware.
• Experience supporting or troubleshooting POS equipment, payment-related peripherals, or retail technology.
• Experience using ticketing systems to manage incidents, service requests, documentation, escalations, and resolutions.
• Basic understanding of networking concepts, including IP addressing, connectivity troubleshooting, cabling, switches, routers, wireless access points, and internet circuits.
• Strong customer service, communication, troubleshooting, and time-management skills.
• Ability to work independently and make sound decisions while supporting store operations.
• Must have reliable transportation and the ability to travel to store, office, and field locations as business needs require.
• Must be able to participate in a rotating 24x7 on-call schedule, including nights, weekends, and holidays.

Preferred Qualifications

• Experience supporting convenience store technology, fuel operations, POS systems, payment systems, or multi-location retail environments.
• Experience working with vendors, managed service providers, managed network service providers, or third-party field service teams.
• Experience with workstation imaging, hardware deployment, software installation, user profile troubleshooting, and endpoint support.
• Experience with Microsoft 365, Active Directory, remote support tools, endpoint management tools, or similar IT administration platforms.
• Experience supporting store networks, network appliances, modems, routers, switches, wireless devices, and peripheral equipment.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, or related technical certifications.

Technical Skills

• Windows workstation troubleshooting and support.
• PC, laptop, monitor, printer, scanner, and peripheral support.
• POS equipment and retail technology support.
• Basic network troubleshooting for store and office environments.
• Ticketing system usage, documentation, and incident tracking.
• Hardware diagnostics, replacement, configuration, and deployment.
• Software installation, updates, and troubleshooting.
• Remote support tools and end-user assistance.
• Vendor coordination and escalation support.
• Basic understanding of store-level IT infrastructure.
• Customer-focused troubleshooting in a 24x7 operational environment.

Physical and Travel Requirements

• Must have reliable transportation and be able to travel to company store, office, and field locations as needed.
• Must be able to provide support during nights, weekends, holidays, and after-hours emergencies as part of a rotating 24x7 on-call schedule.
• Must be able to work in a fast-paced convenience store and retail support environment.
• Must be able to sit, stand, walk, bend, reach, and use a computer for extended periods.
• Must be able to occasionally lift, move, install, or assist with IT equipment such as workstations, monitors, printers, POS equipment, network devices, cabling, and related peripherals.
• Must be able to work in store, office, back-office, and technical environments as required.

Success Criteria

Success in this role will be measured by the ability to provide reliable, responsive, and professional technical support to store, field, and corporate users. The IT Technician II is expected to resolve issues efficiently, document work accurately, communicate clearly, and support business operations with minimal disruption.