Entry Level IT Technician

Title: Entry-level IT Technician

Location: Fort Worth, TX

Employment Type: Contract, 6 Months (Temp to Hire)

Pay: $24/hr. on W2

About the Company

We are a dynamic and fast-growing retail organization headquartered in Fort Worth, Texas, operating a robust network of convenience stores across multiple states. With ongoing expansion, we are committed to strengthening our market presence nationwide.

Role Overview

The Call Center Technician serves as the first point of contact for retail locations and corporate staff, handling incoming calls, logging issues, creating service tickets, and performing initial troubleshooting. This role supports a wide range of operational areas, including technology systems, fuel operations, maintenance, pricing, daily reporting, and hardware.

Key Responsibilities

• Call Handling: Respond to incoming calls using approved scripts to ensure consistency and quality.
• Customer Assistance: Provide exceptional support for inquiries related to IT systems, POS, security cameras, store maintenance, repair requests, and alarm checks.
• System Knowledge: Gain proficiency in retail technology infrastructure, including POS systems, back-office tools, payment processing, and fuel networks.
• Ticket Management: Document interactions, troubleshooting steps, and resolutions accurately in the ticketing system for effective collaboration.
• Performance Standards: Meet or exceed service goals such as first-call resolution, handling time, customer satisfaction, and ticket accuracy.
• Escalation: Route complex or unresolved issues to specialized technical teams. Availability for after-hours, weekend, or holiday coverage may be required.

Qualifications

• Previous experience in customer service or technical support, preferably in a call center environment.
• Strong understanding of Windows systems, software applications, hardware components, and networking basics.
• Familiarity with Microsoft 365 tools.
• Analytical and troubleshooting skills with the ability to prioritize tasks in a fast-paced setting.
• Experience with ticketing systems and remote support tools preferred.
• Knowledge of POS systems and PDI/Enterprise 8 is a plus.

Skills & Education

• High school diploma required; associate or bachelor’s degree in IT or related field preferred.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Interview Process

1. Initial screening with recruiter
2. Onsite panel interview with IT Service Desk Manager and team
3. Offer extended to successful candidates