What are the responsibilities and job description for the Help Desk Technician I position at Holiday Oil?
Help Desk Technician
Location: Holiday Corporate Office | Utah Reports to: IT Director
Who We Are
At Holiday, we aspire to be Utah's most trusted, family-driven company, uplifting lives through world-class service, meaningful careers, and strong community ties.
The Opportunity
The Help Desk Technician 1 is an entry-level role that provides support to Holiday's c-store locations and other internal teams for hardware, software, technology onboarding, account access, store system issues, network issues, and user access requests. The technician will troubleshoot and resolve routine IT issues, escalate more complex problems, and ensure excellent customer service to maintain smooth business operations. This role will work on a Help Desk team to help ensure smooth daily operations by providing prompt, professional support and escalating complex issues when needed.
Key Responsibilities
- Deliver Tier 1 technical support and customer service to end users.
- Diagnose and resolve hardware, software, and network connectivity issues through hands-on troubleshooting.
- Set up user accounts, reset passwords, and manage access permissions across various systems.
- Accurately document support requests, solutions, and escalation in the IT ticketing system.
- Provide support for store operations technology, including time keeping systems and back-office applications.
- Train users on basic computer functions, applications, and security best practices.
- Install and configure laptops, desktops, printers, mobile devices, tablets and peripherals.
- Manage user accounts and permissions within Active Directory and Microsoft 365.
- Escalate complex or unresolved issues to senior technicians or IT management.
- Adhere to IT policies, security standards, and compliance guidelines.
- Assist with technology setup and onboarding for new employees.
- Communicate proactively with users regarding the status of their requests and confirm issue resolution.
- Provide rotating help desk coverage, including possible nights and weekends, and respond to emergency calls when required (may include onsite support).
- Contribute to additional IT projects, tasks, or initiatives to support organizational goals.
Qualifications & Experience
- High school diploma or equivalent required; Associate degree in Information Technology or equivalent professional experience preferred.
- 0-2 years of experience in IT support, help desk, or retail technology support roles.
- Working Knowledge of computer systems, networks, printers, and peripheral devices.
- Experience with installing, configuring, and supporting operating systems on laptops and tablets (preferred).
- Proficiency with Microsoft Office Suite.
- Strong troubleshooting skills with the ability to think quickly and adapt to changing situations.
- Professional, customer-focused approach with clear and effective communication skills.
What We Offer
- Medical, Dental, and Vision Insurance (including Virtual Care)
- Life & AD&D Insurance - Basic and Supplemental
- Disability Insurance
- Health Savings & Flexible Spending Accounts (HSA/FSA)
- Employee Assistance Program (EAP)
- Gym Membership Reimbursement
- Parental Leave & Paid Time Off (7 Paid Holidays)
- 401(k) Profit Sharing with Company Match
- Tuition Reimbursement
- Holiday Oil Store Discounts
- Fuel Savings (up to $0.15/gal)
- 30% off five items daily (excluding tobacco/alcohol)
- Car Wash Discounts
