IT Service Desk Technician - Tier 2

This position requires reliable transportation
, the ability to travel to store and company locations as needed, and participation in a rotating 24x7 on-call schedule
, including nights, weekends, and holidays.

This position reports to the IT Service Desk Manager or designated IT leadership.

• Provide day-to-day technical support for convenience store locations, field users, and corporate employees.
• Troubleshoot and resolve issues related to Windows PCs, laptops, user accounts, software, printers, POS equipment, payment-related peripherals, scanners, registers, and other store technology.
• Respond to support tickets, phone calls, emails, and escalations in a timely, professional, and customer-focused manner & properly document incidents, service requests, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Prioritize issues based on business impact, store operations, urgency, and established service levels.
• Escalate complex, recurring, or business-critical issues to senior technicians, the Service Desk Manager, vendors, MSPs, MNSPs, or other IT resources as needed.
• Assist with hardware installation, replacement, configuration, imaging, deployment, and troubleshooting.
• Perform basic network troubleshooting for store and office environments, including connectivity, cabling, switches, routers, modems, access points, and related equipment.
• Coordinate with third-party vendors and service providers for equipment replacement, dispatches, repairs, and escalated support issues.
• Communicate clearly with store personnel, field leadership, vendors, and IT leadership regarding issue status, resolution timelines, and next steps.

• 2–4 years of hands-on IT support, desktop support, service desk, field technician, or technical support experience.
• Prior experience supporting retail, convenience store, restaurant, fuel, or other multi-site business environments.
• Strong working knowledge of Microsoft Windows workstation support, troubleshooting, configuration, updates, and end-user support.
• Experience supporting PCs, laptops, peripherals, printers, scanners, and general end-user hardware.
• Experience supporting or troubleshooting POS equipment, payment-related peripherals, or retail technology.
• Experience using ticketing systems to manage incidents, service requests, documentation, escalations, and resolutions.
• Basic understanding of networking concepts, including IP addressing, connectivity troubleshooting, cabling, switches, routers, wireless access points, and internet circuits.
• Strong customer service, communication, troubleshooting, and time-management skills.
• Ability to work independently and make sound decisions while supporting store operations.
• Must have reliable transportation and the ability to travel to store, office, and field locations as business needs require.
• Must be able to participate in a rotating 24x7 on-call schedule, including nights, weekends, and holidays.

• Experience supporting convenience store technology, fuel operations, POS systems, payment systems, or multi-location retail environments.
• Experience working with vendors, managed service providers, managed network service providers, or third-party field service teams.
• Experience with workstation imaging, hardware deployment, software installation, user profile troubleshooting, and endpoint support.
• Experience with Microsoft 365, Active Directory, remote support tools, endpoint management tools, or similar IT administration platforms.
• Experience supporting store networks, network appliances, modems, routers, switches, wireless devices, and peripheral equipment.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, or related technical certifications.

• Windows workstation troubleshooting and support.
• PC, laptop, monitor, printer, scanner, and peripheral support.
• POS equipment and retail technology support.
• Basic network troubleshooting for store and office environments.
• Ticketing system usage, documentation, and incident tracking.
• Hardware diagnostics, replacement, configuration, and deployment.
• Software installation, updates, and…