Help Desk Specialist

Key Responsibilities

• Provide Tier 1, Tier 2 and onsite technical support for retail technology systems across store locations.
• Troubleshoot, diagnose, and resolve issues related to Gilbarco Passport Point of Sale (POS) systems, including hardware, software, Verifone PIN Pads and peripheral devices.
• Support and maintain back-office computers, printers, operating systems, and business applications utilized in retail environments.
• Monitor and support retail network infrastructure, including switches, routers, wireless access points, and network connectivity issues.
• Provide technical support for dispenser interface equipment, loyalty systems and related fuel-site communications technology.
• Respond to support requests, incidents, and service outages in accordance with established service level agreements (SLAs).
• Diagnose and resolve hardware, software, payment processing, and network connectivity issues affecting store operations.
• Coordinate with vendors, service providers, and internal IT teams to resolve complex technical issues.
• Document incidents, troubleshooting steps, resolutions, and system changes within the IT service management platform.
• Perform software updates, system maintenance, equipment replacements, and technology deployments for retail locations.
• Support store openings, remodels, technology refresh initiatives, and new equipment installations.
• Maintain accurate inventory records of retail technology assets and equipment.
• Follow company IT security standards, compliance requirements, and operational procedures while supporting business-critical retail systems.
• Provide exceptional customer service and technical assistance to store personnel, field teams, and business stakeholders.

Preferred Experienc

• eExperience supporting Gilbarco Passport POS systems in a convenience store or fuel retail environment
• .Knowledge of fuel dispenser communication systems and dispenser interface hardware
• .Experience with Verifone payment solutions and EMV payment devices
• .Understanding of retail networking, TCP/IP, VPNs, wireless networking, and remote support tools
• .Familiarity with ticketing systems, asset management processes, and ITIL-based support practices

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Thanks & Regar

ds,
Alok Kumar | TALEN

DICASr. Technical Recru

iter
44 Saratoga Lane, Monroe Township, NJ