What are the responsibilities and job description for the Senior IT Support Specialist position at Casey's?
At Casey's, technology powers everything from our stores and distribution centers to our Store Support Center. As a Senior IT Support Specialist, you'll play a critical role in keeping our business running smoothly by providing expert technical support and serving as a trusted resource for team members across the organization. In this role, you'll be a problem solver, mentor, and technical expert who takes ownership of complex issues, drives continuous improvement, and helps elevate the capabilities of the entire IT Support team. If you enjoy troubleshooting challenging problems, helping others succeed, and making a meaningful impact through technology, we'd love to hear from you.
Key Responsibilities
What you can expect when you join the Casey's team:
Requirements
Key Responsibilities
- Serve as a key escalation point for complex technical issues that require advanced troubleshooting and problem-solving skills.
- Respond to support requests through phone, chat, and our IT service management platform while delivering a positive support experience.
- Diagnose hardware, software, and system issues using established processes, technical expertise, and critical thinking.
- Guide team members through solutions and remediation steps, helping them gain confidence and understanding along the way.
- Own incidents from initial investigation through resolution, ensuring timely communication and follow-up.
- Document support activities, troubleshooting steps, and resolutions to maintain accurate records and strengthen team knowledge.
- Collaborate with other IT teams to escalate and resolve issues that require specialized expertise.
- Identify opportunities to improve support processes, tools, and documentation, helping create a better experience for both team members and the IT organization.
- Mentor and support less experienced team members by sharing knowledge, best practices, and technical expertise.
- Help safeguard Casey's systems and data by following security, privacy, and compliance standards.
What you can expect when you join the Casey's team:
- A transformative culture putting service first and taking pride in caring for our guests, our communities, and each other.
- Opportunities to use cutting edge technologies and enterprise-wide collaboration to enable our strategy and drive world class service.
- We're here for families! Great benefits including choices in medical plans, dental, vision, life insurance, charitable giving programs, parental leave and an onsite Child Development Center.
- Competitive pay, 401k company match up to 6%, vacation & sick time, paid holidays, volunteer time, and an onsite cafeteria.
- Dress for your day dress code, jeans are welcomed!
- The opportunity to work for a big company that has not lost our small company feel. Our senior leadership team is engaged, involved and accessible!
Requirements
- Associate's degree in Information System or similar field, or equivalent work-related experience required.
- At least three years of work-related experience required. CompTIA A Certification is a plus.
- Proficient knowledge of ITSM tools and Microsoft Office programs including Word and Excel are strongly preferred.
- Prior experience with Point-of-Sale Software, Fuel Software, and associated hardware is preferred.
- Strong interpersonal and verbal communication skills.
- Strong analytical and problem-solving skills with the ability to communicate with end users to their level of technical understanding.
- Self-starter with the ability to work independently and within a team atmosphere.
- Ability to build relationships and work collaboratively within the support team and across the organization.
Salary : $24 - $31