System Support Generalist

Sheetz, Inc•Pittsburgh, PA

21h

About The Position

Provide technical support to internal customers for IT systems and applications using the problem resolution system, standard scripts, reference guides, and procedures. This role is an initial Tier 1 resource for technical issues and call tickets, resolving basic issues, including issues escalated from other System Support team members, and may provide escalation assistance to teammates. The position requires basic knowledge of one or more packaged solutions and the business processes they support. For routine issues, the employee uses established scripts, procedures, and documentation for prompt resolution; for non-routine issues, they use experience and knowledge to evaluate, test, and implement corrective actions. The role also monitors system performance alerts, notifies appropriate IT resources of anomalies, develops SOPs for monitoring and handling issues, and uses debuggers and SQL editors during troubleshooting. The employee may participate in implementation, deployment, and documentation projects, provide evening and weekend on-call support as needed, develop technical support documentation, and identify support trends requiring immediate attention. The position works a third shift, four-day, 10-hour schedule, Sunday through Wednesday, from 9:00 p.m. to 8:00 a.m.

Requirements

Bachelor's degree in a field of study that includes courses in computer programming, systems analysis, system development, or systems engineering.
Basic knowledge of one or more packaged solutions and the business processes those packages support.
No experience required.

Nice To Haves

Bachelor's degree in Computer Science, Management Information Systems, or Computer Engineering.

Responsibilities

Provide technical support to internal customers for IT systems and applications using the problem resolution system, scripts, reference guides, and procedures.
Resolve basic issues, including issues escalated from other System Support team members.
Serve as an initial Tier 1 resource for technical issues and call tickets, and provide escalation assistance to other System Support team members as needed.
Use standard scripts, procedures, and documentation to resolve routine issues; evaluate, test, and implement corrective actions for non-routine issues.
Monitor system performance alerts, notify appropriate IT resources of anomalies, and develop SOPs to monitor and handle issues.
Use debuggers and SQL editors for troubleshooting and issue resolution.
Participate in implementation, deployment, and documentation projects as assigned.
Provide evening and weekend on-call or issue support as needed.
Develop technical support documentation.
Identify technical support trends requiring immediate attention.