Information Technology Tier 1 Support

Jacksons • Meridian, ID

2d

About The Position

The T1 Technical Support Center Representative diagnoses, troubleshoots, and routes a wide range of issues for convenience-store and corporate customers. The role combines customer service, administrative, and technical support responsibilities. As part of the Support Center team, the representative handles incoming calls and tickets for the IT and Facilities departments from retail locations, gathers detailed information, diagnoses problems, and resolves issues or routes tickets to appropriate teams. Strong communication and multitasking skills are essential.

Requirements

• High school diploma or GED.
• At least 2 years of experience in retail and/or help desk environments.
• Proficiency in the Windows operating system and foundational troubleshooting abilities.
• Ability to learn continuously and embrace challenges.
• Comfort working in a fast-paced, diverse setting.
• Ability to manage multiple tasks and prioritize effectively.
• Ability and enthusiasm to collaborate with technical and non-technical individuals at all levels.
• Patience, empathy, and the ability to remain calm and professional during the support process.
• Excellent written, verbal, and phone etiquette skills.
• Ability to support users who are frustrated or distressed by technical issues.

Nice To Haves

• Associate degree.

Responsibilities

• Monitor and address incoming calls and ticket queues to provide timely and efficient customer service.
• Collaborate with the team to assess, diagnose, and troubleshoot tickets.
• Determine when to dispatch or escalate issues to vendors and on-site technicians.
• Provide quality customer service to corporate employees and store users.
• Troubleshoot hardware, software, and equipment issues.
• Review documentation carefully and follow appropriate steps to resolve problems.
• Guide users with limited technical experience through troubleshooting.
• Document events thoroughly and accurately.
• Provide team feedback to improve internal processes.
• Perform other duties as added or assigned.

Benefits

• Incentives, performance bonuses, and profit sharing.
• Focused and comprehensive training and future growth opportunities.
• Opportunities for advancement.
• Flexible work schedules.
• Medical, vision, and dental insurance.
• Paid Time Away.
• Company-paid long-term disability and life insurance.
• Employee discounts.
• 401(k) profit sharing.
• Performance-based raises.
• Tuition reimbursement.

What This Job Offers

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