Technician, Service Desk-Shift 2B

Pilot Company•Knoxville, TN

3d•Onsite

About The Position

The purpose of this job is to provide first level technical support to SSC, all Pilot Flying J (PFJ) fueling locations and restaurants. Utilizing defined Service Desk processes and procedures, provide first level technical support to all PFJ fueling locations and restaurants including responding to store inquiries, analyzing and resolving problems with hardware and software and providing any additional assistance necessary to ensure the guest customer service. Monitor system alerts to ensure PFJ sites are fueling 100% of the time and troubleshoot and resolve any fueling issues at store level. Assist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions in order for PFJ to receive payment. Assist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessary. First level support for Business Vertical software issue. Identify the issue, open incident, and escalate if needed. Troubleshoot hardware issues within stores and if necessary, once replacements have been received, assist stores with the installation of new hardware. Assist stores and restaurants with point of sale hardware and software issues to ensure guest customer service; assist with diagnosis and correction of issues with back office computers and printers. Monitor email requests for service and support. Ensure all activities are in compliance with rules, regulations, policies and procedures. Complete other duties as assigned.

Requirements

High school diploma or equivalent certification required.

Nice To Haves

Associate degree in technology preferred.
One year Service Desk experience preferred.

Responsibilities

Provide first level technical support to SSC, all Pilot Flying J (PFJ) fueling locations and restaurants.
Respond to store inquiries, analyze and resolve problems with hardware and software.
Monitor system alerts to ensure PFJ sites are fueling 100% of the time and troubleshoot and resolve any fueling issues at store level.
Assist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions.
Assist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessary.
Provide first level support for Business Vertical software issues, identify the issue, open incident, and escalate if needed.
Troubleshoot hardware issues within stores and assist stores with the installation of new hardware.
Assist stores and restaurants with point of sale hardware and software issues.
Assist with diagnosis and correction of issues with back office computers and printers.
Monitor email requests for service and support.
Ensure all activities are in compliance with rules, regulations, policies and procedures.
Complete other duties as assigned.