What are the responsibilities and job description for the Desktop Support Engineer position at Yesway?
Who We Are:
Yesway is one of the fastest-growing convenience store operators in the United States. Established in 2015, Yesway is a multi-branded platform headquartered in Fort Worth, Texas, which operates 403 stores located in Texas, New Mexico, South Dakota, Iowa, Kansas, Missouri, Wyoming, Oklahoma, and Nebraska. We operate our portfolio primarily under two successful brands, Yesway and Allsup’s. Our sites are differentiated through a leading foodservice offering, featuring Allsup’s famous deep-fried burrito, and a wide variety of high-quality grocery items and private-label products. Our geographic footprint consists of stores located in attractive rural and suburban markets across the Midwest and Southwest, where we often are the convenience retail destination of choice and effectively the local grocer. We have a successful track record of growing through acquisitions and believe we are well positioned to continue to solidify our market position and grow our store count. We have received numerous industry awards for our growth initiatives, management team, loyalty program, and our employees’ contributions to the industry. We offer competitive wages and outstanding benefits. Yesway values employees who thrive in a fast-paced, service-oriented, work culture and are focused on execution and collaboration.
Responsibilities
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications;
- Work incoming requests from end users via telephone, e-mail and the ticket system in a courteous manner;
- Ensure that all store technology is always functioning in assigned stores
- Work cooperatively with fellow IT members to create and maintain a knowledge base for systems use and develop tools that enable collaboration and information sharing in a virtual environment;
- When required, appropriately escalate issues to the appropriately experienced analyst, engineer or developer;
- Perform post-resolution follow-ups to help requests;
- Evaluate documented resolutions and analyze trends for ways to prevent future problems; and
- Develop and maintain strong working relationships with various teams within the organization, assisting with projects as needed.
Qualifications:
- Bachelor’s degree in IT, related field, or desktop certifications (Dell, HP, etc.) preferred, or experience in lieu of a degree or certification;
- 3 or more years of experience as a store installation technician;
- At least 4 years’ equivalent work experience in desktop technical support, including desktop installation and server operating systems;
- Knowledge of computer hardware, including PCs, network-attached printers and Ethernet switches;
- Experience supporting user account management with Microsoft Active Directory;
- Demonstrated ability to troubleshoot and resolve a wide variety of technical issues in a retail environment;
- Experience working in a team-oriented, collaborative environment;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Exceptional interpersonal and communication skills, with a focus on rapport building, listening, and questioning skills; and
- May require travel to stores for installations