Position summary: The Help Desk Associate is the first level of response and support for our

stores and end-users. The position is responsible for answering, collaborating commenting,

troubleshooting, and providing resolution to first level information technology, facilities

inquiries, and support tickets.

General Purpose: To provide our customers with total satisfaction. To serve our community

through volunteerism and produce a return on assets which will assure the future prosperity of

our employees and our company. To be an ambassador of our “Living Brand” by building

relationships with our customers.

Role Qualifications:

• Associate Degree in Computer Science, Facilities Management or the equivalent combination of experience and education.
• Dependable transportation
• Able to travel daily between required Family Express locations or other non-Family Express locations when necessary

Position Responsibilities:

• Prompt response to requests for support and assistance
• Diagnose and resolve information technology hardware and software issues
• Diagnose and resolve facilities’ assets and equipment issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Able to identify and organize tickets according to priority
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates
• Builds Relationships
• Promotes Living Brand
• Serves as Product Brand Advocate
• Adheres to company approved accounting procedures
• Promotes and is an advocate for “Safety”
• Promotes Company mission statement
• Fosters Company Culture
• Seeks, promotes, and implements “Best Practices”

Essential Skills and Experience:

• Strong conviction to assist others
• Customer service oriented
• Strong stress tolerance
• Situational awareness
• Strong analytical and reasoning skills
• Ability to work independently
• Ability to ensure issues are resolved the first time
• Time management and the ability to organize and manage multiple priorities with sense of urgency
• Excellent interpersonal and highly effective communication skills
• High performance team building and strong team player
• Commitment to company mission and values
• Intermediate mathematical skills
• Constructively deals with conflict
• Adaptability, flexibility and receptive to change
• Effective decision making based on sound judgment and reasoning
• Knowledgeable and proficient on Microsoft Office products and software

Nonessential Skills and Experience:

• Associates Degree in Computer Science, Facilities Management or the equivalent combination of experience and education
• Previous retail experience. Preferably convenience stores

Reporting To This Position: No direct reports

Physical demands and work environment:

• Physical Demands: While performing the duties of this job, the associate is required to stand for prolong periods; work longer than eight (8) hour shifts, reach climb, balance, stoop, kneel, crouch; talk or hear; smell. The employee must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Work Environment: Must have flexibility to work all shifts, all days of the week, when necessary. Ability to tolerate extreme temperatures for a minimum of 30 minute intervals. Exposure to dirt, dust and cleaning solvents.