Maintenance Support Analyst

7-Eleven•Enon, OH

1d•$50,000 - $58,000

About The Position

Provides expert level support to stores by overseeing the store software, analyzing store data, troubleshooting the system and resolving issues as they arise; resolves emergency situations related to the point of sale (POS) system and store infrastructure; ensures compliance with Company policies and guidelines.

Requirements

Bachelor’s degree in related field of study or 4 years of related experience
2+ years of experience in helpdesk or support related field
3-6 years of related experience
Ability to train and troubleshoot systems
Ability to program and debug most systems
Advanced knowledge of the Store Support Department and makes recommendations for improvement and new programs
Demonstrated expertise with Word, Excel, and other MS Office suite applications
Excellent problem solving and critical thinking skills
Excellent communication skills and the ability to research and resolve issues
Capable of working in a fast-paced environment
Well organized with the ability to work under pressure and meet tight deadlines
Excellent decision-making skills and the ability to make non-personnel decisions in absence of immediate supervision
Ability to present information, verbally and in writing, in a clear and concise manner
Ability to work both independent of immediate supervision and in a team environment
Thorough understanding of intra-department functions and operations.
Ability to perform repeated bending, standing and reaching
Ability to occasionally lift up to 40 pounds
Available 24 hours per day, 7 days per week on an on-call emergency basis, in addition to a normal work schedule
Ability to travel of 25% of the time to implement Store Support projects, which may include overnight stays

Responsibilities

Supports Help Desk escalation issues and automation support
Assists in technology support of new builds, rebuilds and acquisitions
Maintains expertise of current technology and researches new store automation technology in order to make recommendations to enhance performance
Conducts independent advanced testing of new software/hardware; develops/recommends any required changes with IT to include lab testing
Analyzes and evaluates the condition of store software, hardware and store databases
Authorizes software, swapping of hardware, and/or finding and correcting other discrepancies affecting the store(s). Completes the necessary programming
Authorizes system changes and hardware/software efforts among internal and external partners to ensure that modifications are effectively implemented at stores to resolve problems
Analyzes and resolves escalated support calls. Researches and resolves the problem, writes a procedure to follow in the future, and communicates resolution to the Store Support Team
Researches and recommends changes to all store systems or other reporting that may improve the overall performance of the department.
Evaluates different types of hardware and software packages, vendor or developed on our own, that may enhance the productivity of the Company
Supports Maintenance and IT with hardware and software conversions, and special projects
Resolves escalated emergency situations (e.g., store non-operable or chronic issue) at stores related to the automation systems; connects remotely to the store computer in order to troubleshoot, or visits on site to correct problems by analyzing the best resolution, and implements required solutions
Researches and corrects global issues requiring programming modifications and problem sites, as needed
Formulates action plans that could impact Store Support with the objective of learning the needs of various business units
Writes enhancements to program manuals, and assist with on boarding specialist, knowledge base curation and general knowledge transfer.
Evaluates existing policies and procedures to determine if updates or changes are needed in the department
Approves and monitors parts ordered from Help Desk
Completes other duties, including special projects, as assigned by Management