Job Description

The purpose of this job is to resolve escalated technical and operational issues
for the Travel Centers, Restaurants, Fuel Terminals, Card Locks, and the
company’s dealers.

Essential Functions

1. Provide support to team members and internal customers in resolving
complex or escalated technology issues using independent judgment and
decision making
2. Monitor system alerts to ensure the proper day-to-day operation of
internal technology applications and equipment
3. Troubleshoot software and hardware issues; perform updates, repairs,
upgrades, backups, and other maintenance tasks
4. Apply system expertise and root cause identification to perform advanced
tasks and complete the most difficult assignments
5. Analyze and evaluate products and related impact on performance
6. Assist team members with task execution through collaboration, informal
coaching, mentoring, and review
7. Create and maintain Knowledge Base documentation
8. Provide subject matter expertise for advanced database and fuel issues
9. Collaborate with Pump Technicians, Pump team, and Point of Sale (POS)
Development to resolve fuel issues
10. Monitor mechanical meter register alerts and address fuel loss and
contamination alerts
11. Assist stores and Pump Techs with arming and disarming the anti-fraud
system, and clearing alarms
12. Collaborate with vendors and field team members to troubleshoot the
anti-fraud system issues
13. Model behaviors that support the company’s common purpose; ensure
guests and team members are supported at the highest level
14. Ensure all activities are in compliance with rules, regulations, policies, and
procedures
15. Complete other duties as assigned

Qualifications

• High school diploma or equivalent certification required

• Associate degree in technology preferred

• Minimum five years’ company help desk experience required

Specialized Knowledge
• Working knowledge Microsoft operating systems
• Fueling systems knowledge

Competencies

• Excellent organizational, troubleshooting, analytical, and diagnostic skills
to quickly identify and resolve system issues
• Ability to work unsupervised or with limited oversight of managers and
senior team members
• Ability to take ownership of various projects and problems, set and meet
deadlines, and prioritize tasks in order of importance and impact to the
business
• Ability to work well under pressure and maintain a high level of customer
service
• Clear written and verbal communication skills with internal teams,
customers, and vendors
• Ability to exercise independent judgment within defined procedures and
practices to determine appropriate action

Additional Information

Travel

Travel required up to 25%

**Physical Requirements & Working Conditions **
• Long periods of sitting or standing
• On call and occasional weekend duties