Help Desk Technician I - All Shifts

Love's Travel Stops & Country Stores • Oklahoma City, OK

4d • Onsite

About The Position

Love's is hiring Tier I Help Desk Technicians to provide front-line support for corporate and field requests. The role ensures proper computer operation so end users can accomplish business tasks by receiving, prioritizing, documenting, and resolving help requests, and escalating incidents when appropriate to maintain SLA expectations. Problem resolution may involve diagnostic and help request tracking tools.

Technicians are required to work on-site at the Memorial Road location, regardless of assigned shift. Love's Help Desk operates on-site 24 hours a day.

Requirements

• High school diploma or equivalent required.
• Knowledge of basic computer hardware and peripherals.
• Experience with desktop operating systems, including Windows.
• Knowledge of Windows OS and Apple iOS.
• Familiarity with Microsoft Office.
• Exceptional written and oral communication skills.
• Strong interpersonal skills focused on rapport-building.
• Outstanding listening, questioning, and problem-solving abilities.
• Keen attention to detail.
• Ability to work effectively as a team player.
• Ability to meet the physical demands of prolonged sitting, some bending and stooping, occasional lifting up to 40 pounds, and operating computer components with sufficient manual dexterity; normal hearing and vision are required.
• Applicants must be legally authorized to work in the United States; employment visa sponsorship is not provided now or in the future.

Nice To Haves

• College diploma or university degree in computer science, or three years of equivalent work experience.
• CompTIA A+ certification.

Responsibilities

• Identify, diagnose, and resolve computer-related issues for corporate and store employees, providing frontline support for incoming requests.
• Handle requests through telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
• Evaluate documented resolutions and analyze trends to identify ways to prevent future problems; alert Help Desk Tech II staff to potential incident trends.
• Record, track, and document the Support Center request problem-solving process, including successful and unsuccessful attempts, actions taken, and final resolution.
• Assist with software releases and rollouts according to Change Management best practices.
• Troubleshoot using software updates, drivers, knowledge-based documents, FAQ resources on the Internet and Intranet, and diagnostic tools.
• Reinforce SLAs to manage end-user expectations.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED