What are the responsibilities and job description for the Tier 1 Help Desk Technician position at Jobs via Dice?
Location: Fort Worth, TX
Salary: $20.00 USD Hourly - $24.00 USD Hourly
Description:
About The Company
A rapidly expanding retail organization headquartered in Texas, operating a wide network of convenience stores across several states. With continued growth and new locations planned, the company is strengthening its footprint within the national retail market.
Opportunity Overview
The Call Center Technician plays a crucial role in delivering high-quality IT Help Desk support. This position is responsible for managing inbound support calls, documenting issues, generating service tickets, and performing basic troubleshooting for both corporate offices and store locations. Support areas include alarm testing, maintenance, repairs, pricing systems, and hardware diagnostics.
Key Responsibilities
Respond to incoming calls with consistent professionalism, following standardized scripts.
Document service inquiries and create tickets within the company's ticketing platform.
Provide technical support across IT systems, POS platforms, CCTV, alarms, and maintenance-related issues.
Troubleshoot retail technologies including POS terminals, back-office applications, credit/fuel networks, and related systems.
Maintain high levels of service quality, meeting metrics such as first-call resolution and customer satisfaction.
Properly escalate issues that require additional expertise.
Follow all call center procedures and company policies.
Required Qualifications
Minimum of 1 year of customer service or technical support experience; call center background preferred.
Familiarity with Windows operating environments, Microsoft 365, and basic hardware troubleshooting.
Experience using ticketing systems such as ServiceNow or Service Channel (preferred).
Ability to work a flexible schedule, including weekends and holidays.
Knowledge of POS systems or enterprise retail platforms (e.g., PDI/Enterprise 8) is a plus.
Skills & Competencies
High school diploma required; an associate or bachelor's degree in IT is advantageous.
Strong verbal communication skills with the ability to clearly explain technical concepts.
Effective Problem-solving Abilities And Strong Multitasking Skills.
Customer-focused, with excellent active listening capabilities.
Ability to prioritize tasks in a fast-paced support environment.
Interview Process
Initial discussion with the recruiting team
Onsite panel interview with the Service Desk leadership team
Offer stage
Equal Opportunity Statement
The company is committed to building an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, or any other protected characteristic.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary: $20.00 USD Hourly - $24.00 USD Hourly
Description:
About The Company
A rapidly expanding retail organization headquartered in Texas, operating a wide network of convenience stores across several states. With continued growth and new locations planned, the company is strengthening its footprint within the national retail market.
Opportunity Overview
The Call Center Technician plays a crucial role in delivering high-quality IT Help Desk support. This position is responsible for managing inbound support calls, documenting issues, generating service tickets, and performing basic troubleshooting for both corporate offices and store locations. Support areas include alarm testing, maintenance, repairs, pricing systems, and hardware diagnostics.
Key Responsibilities
Respond to incoming calls with consistent professionalism, following standardized scripts.
Document service inquiries and create tickets within the company's ticketing platform.
Provide technical support across IT systems, POS platforms, CCTV, alarms, and maintenance-related issues.
Troubleshoot retail technologies including POS terminals, back-office applications, credit/fuel networks, and related systems.
Maintain high levels of service quality, meeting metrics such as first-call resolution and customer satisfaction.
Properly escalate issues that require additional expertise.
Follow all call center procedures and company policies.
Required Qualifications
Minimum of 1 year of customer service or technical support experience; call center background preferred.
Familiarity with Windows operating environments, Microsoft 365, and basic hardware troubleshooting.
Experience using ticketing systems such as ServiceNow or Service Channel (preferred).
Ability to work a flexible schedule, including weekends and holidays.
Knowledge of POS systems or enterprise retail platforms (e.g., PDI/Enterprise 8) is a plus.
Skills & Competencies
High school diploma required; an associate or bachelor's degree in IT is advantageous.
Strong verbal communication skills with the ability to clearly explain technical concepts.
Effective Problem-solving Abilities And Strong Multitasking Skills.
Customer-focused, with excellent active listening capabilities.
Ability to prioritize tasks in a fast-paced support environment.
Interview Process
Initial discussion with the recruiting team
Onsite panel interview with the Service Desk leadership team
Offer stage
Equal Opportunity Statement
The company is committed to building an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, or any other protected characteristic.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary : $20 - $24