What are the responsibilities and job description for the Field IT Support Technician position at Yesway?
Who We Are:
Yesway is one of the fastest-growing convenience store operators in the United States. Established in 2015, Yesway is a multi-branded platform headquartered in Fort Worth, Texas, which operates 403 stores located in Texas, New Mexico, South Dakota, Iowa, Kansas, Missouri, Wyoming, Oklahoma, and Nebraska. We operate our portfolio primarily under two successful brands, Yesway and Allsup’s. Our sites are differentiated through a leading foodservice offering, featuring Allsup’s famous deep-fried burrito, and a wide variety of high-quality grocery items and private-label products. Our geographic footprint consists of stores located in attractive rural and suburban markets across the Midwest and Southwest, where we often are the convenience retail destination of choice and effectively the local grocer. We have a successful track record of growing through acquisitions and believe we are well positioned to continue to solidify our market position and grow our store count. We have received numerous industry awards for our growth initiatives, management team, loyalty program, and our employees’ contributions to the industry. We offer competitive wages and outstanding benefits. Yesway values employees who thrive in a fast-paced, service-oriented, work culture and are focused on execution and collaboration.
Position Responsibilities:
- Resolve basic to complex retail site systems issues spanning multiple hardware and software environments in expedient manner
- Support of Yesway retail systems infrastructure including point of sale, back office, credit, fuel network, NRV/DVR (March Networks), and related systems
- Assist in the conversion from Gilbarco/Passport to Verifone/Commander system and continued support
- Lead efforts to establish standards for POS configuration and usage;
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications per defined procedures
- This position will need to travel to various stores and may spend up to 4 hours driving a company provided vehicle. Each tech has about 30 or so stores in their region
- Lead in projects related to hardware and software releases and roll-outs
- lead onsite regional store migrations
- Adhere to defined help desk request- and problem-solving process utilizing service now
- Test fixes to ensure problem has been adequately resolved.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems;
- Perform work in a manner to minimize impact on stores and users resulting from maintenance or project-related activities
- Escalate problems (when required) and alert management to emerging trends in incidents
- Requires some travel, after hours, weekend and holiday work
- Support batch/data polling processes to ensure optimal performance, and
- Participate in 7x24x365 on-call support rotation process
Qualifications:
- High School or Bachelor’s degree plus three-to-five years’ experience;
- POS certification, ITIL Foundation, CompTIA A , HDI TSP certifications a plus.
- Prior experience with Passport and Commander POS, NVR/DVR systems (March Networks), credit processing, and other convenience store tech experience are a plus;
- Must have experience pulling low volt cabling, terminating CAT3,CAT5, Coax, CCTV and alarm cabling. Mounting faceplates, punch-downs, labeling, closet or rack builds, patch panels and other equipment as needed.
- Need to be a self-starter as you’ll be working remotely and not in an office
- Experience using multi-meters and toners to test low volt cabling continuity, connectivity, voltage presences and voltage at the outlet.
- This position requires the use or hand tools, power tool such as a drill. Ability to read network documents and diagrams, user manuals, and attention to detail of the assigned scope of work.
- Proven ability to lead and train 3rd-party contractors;
- Proven knowledge of Windows operating systems, PCs, printers, networking hardware and protocols, and other hardware, such as hard drives, video cards, cabling, routers, and hubs;
- Experience with PDI/Enterprise 8 a plus;
- Experience using productivity software (MS Office and remote support tools);
- Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components;
- Lifting and transporting of moderately heavy objects, such as computers and peripherals;
- High level of personal accountability;
- Proven ability to manage time workload effectively and work well in a team environment;
- Strong verbal communication, interpersonal, and customer service skills; and
- Good analytical and problem solving abilities.
Salary is commensurate with experience.
YESWAY IS AN EQUAL OPPORTUNITY EMPLOYER.
