Network Support

GPM Investments, LLC•Richmond, VA

About The Position

The Tier 1 IT Support Center Technician works from a corporate support center with on-site retail management and associates, as well as various GPM corporate office locations, to diagnose and correct problems that negatively affect technology operations. The role performs routine diagnostics on network connectivity, computer hardware and software applications, and connected devices, while tracking resolutions in a ticketing system. This is a dynamic, rapidly changing environment, and some job-specific training is provided. The position requires a flexible schedule that may include all shifts, nights, weekends, and on-call work as needed. Some overtime is required.

Requirements

High school diploma.
Knowledge of Microsoft Suite applications and operating systems.
Strong analytical and critical-thinking skills.
Basic network troubleshooting skills, such as PING and IPCONFIG.
Familiarity with remote desktop support tools such as VNC.
Knowledge of dial-up and broadband connectivity in a network topology.
Willingness to learn proprietary and industry-specific processes and procedures.
Excellent, friendly, and patient interpersonal skills, including written and verbal communication.

Nice To Haves

One year of experience in technology and/or an associate degree in Computer Engineering.
An IT certification, such as MCP or A+.
At least one year of petroleum convenience-store retail management experience.
At least one year of IT support experience in a remote environment.

Responsibilities

Quickly learn technical principles and terminology.
Stay detail-oriented and organized, and prioritize tasks with a clear sense of urgency.
Understand and apply information from documents, spreadsheets, technical manuals, maps, wiring diagrams, and other sources.
Complete technical projects according to a detailed scope of work.
Use analytical processes to identify, understand, and recommend solutions to recurring problems.
Resolve non-routine problems at their root cause using standard troubleshooting techniques and research or peer input, within defined SLA requirements.
Escalate tickets requiring additional tiered support promptly and within SLA, documenting them completely in the ticketing system.
Support PDI or other back-office enterprise solutions, including polling, end-of-day processes, grocery ordering, Pricebook downloads, and application connectivity issues involving systems such as Kronos, Focal Point, PDI, and the Intranet.
Provide basic troubleshooting and escalation for POTS and DSL/internet services across retail and office operations.
Provide basic troubleshooting and escalation for computer peripherals and terminal devices, including InComm, EBT, money order devices, printers, handheld scanners, automatic tank gauges, check machines, and credit or debit service outages.