Company Overview

Headquartered in Houston, Texas, Texas Petroleum Group, LLC (TPG) is a retail fuel company managing over 200 retail gas stations in Texas with a variety of commercial constructs. Operating under the Tradename “Timewise,” the team has a strong legacy of operating excellence in the Texas market and takes pride in their employee, customer, and bottom-line focus. Recently acquired by Shell Mobility and Convenience LLC (SMC), TPG is entering a phase of significant transformation and growth.

Job Summary

The ITSA will report into the ITSSM and be responsible for supporting the efficient delivery of IT support services. The role involves building knowledge and training content to support site staff technicians in the field, as well as handling Level 1 incidents raised by corporate staff. The IT Support Analyst will be responsible for ensuring smooth operations of corporate systems, including enterprise back-office, accounting, Microsoft Office, and other corporate systems.

 Responsibilities:

• Build and maintain knowledge and training content to support site staff technicians in the field.
• Provide Level 1 technical support to corporate staff, including issue resolution and escalation as needed.
• Monitor and respond to tickets and incidents in a timely manner, ensuring SLAs are met.
• Collaborate with other IT teams to resolve technical issues and improve processes.
• Assist in the testing and implementation of software updates and patches.
• Document support processes and procedures.

Experience requirements:

• 5 years of IT operations and customer service experience
• Experience in creating and maintaining knowledge base articles and training materials.
• Ability to develop instructional content to support site staff technicians in the field.
• Hands-on experience providing Level 1 technical support to corporate staff.
• Proficiency in troubleshooting and resolving common technical issues.
• Familiarity with escalation procedures for unresolved issues.
• Ability to communicate effectively with cross-functional teams to improve support processes.
• Experience in assisting with the testing and implementation of software updates and patches.
• Knowledge of best practices for software deployment and version control.
• Experience supporting enterprise back-office systems, accounting systems, Microsoft Office, and other corporate applications.
• Proficiency in using ticketing systems, remote support tools, and diagnostic software.
• Commitment to staying updated with the latest developments in IT support technologies.
• Experience providing IT support in a retail or c-store setting is a plus
• Professional development opportunities