IT Specialist I

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

About The Position

This position supports Love’s store technology system by working with store locations to resolve complex issues. The IT Specialist I supports Love’s store technology systems by assisting in the resolution of technical issues and ensuring smooth day-to-day operations across store locations. This entry-level role provides first and second-level troubleshooting for hardware, software, and network connectivity issues, and serves as a key contact for escalated support tickets. To enhance productivity and efficiency, the IT Specialist I is expected to utilize basic AI-enabled tools—such as ticketing system automation, predictive search in knowledgebases, and AI-assisted diagnostics—to streamline issue resolution and improve response times. While not responsible for developing AI solutions, the role includes learning and applying these tools to support faster troubleshooting and better documentation practices

Requirements

0-1 years of related experience
2 or more years Help Desk experience over the phone; demonstrated proficiency in store systems preferred
Proficient in troubleshooting and supporting Windows operating systems.
Microsoft Office Suite:
Familiar with installation, configuration, and basic support of Office applications.
Basic Networking:
Understanding of networking fundamentals; hands-on experience with tools like Meraki and PuTTY.
Able to use AI-powered features in ticketing systems and knowledgebases (e.g., predictive search, auto-suggested solutions) to improve troubleshooting
Ability to type 40–50 words per minute with accuracy, supporting efficient documentation and communication in a fast-paced support environment. efficiency.
Communicates clearly and professionally with users, vendors, and team members.
Maintains a helpful, patient, and solution-focused attitude when resolving issues.
Approaches problems with a logical mindset and remains calm under pressure.
Adapts quickly to changing priorities and new technologies.
Works well with others and contributes to a positive team environment.
Pays close attention to detail when documenting tickets and following procedures.
Manages time effectively and stays organized while handling multiple tasks.
Eager to learn and grow, especially with new tools like AI-assisted support platforms.
Strong experience with Windows Operating systems.
Knowledge of Microsoft Office Suite.
Basic networking skills.
Manual dexterity sufficient to operate a computer keyboard and calculator.

Responsibilities

Receive and analyze escalated work orders using available support tools; consult with store users and vendors to identify and resolve system faults.
Answer incoming Vendor and Hotline calls as needed; ensure detailed notes are captured in tickets.
Perform first and second-level troubleshooting of hardware, software, and network issues; collaborate with store personnel, onsite technicians, and third-level support teams.
Travel to store locations as needed to assist with system implementations and assess technology needs.
Use AI-assisted ticketing and reporting tools to identify recurring issues and support proactive system performance improvements.
Document system architecture and operations; contribute to knowledgebase articles with support from AI-generated suggestions and templates.
Provide ancillary support to third-level teams and assist in communicating new system functionality to Help Desk and field teams.
Participate in on-call rotation outside of regular business hours.
Support broader team and enterprise goals by proactively contributing to initiatives outside of core responsibilities.