Job Description Summary

　　Summary:

　　Leads and coordinates day-to-day activities for a team supporting the Help Desk; coordinates scheduling and provides coaching and mentoring to employees in assigned team; ensures compliance with Company policies and guidelines in the absence of other Team Leads and Management

　　Responsibilities:

　　• Assigns daily jobs and adjusts workflow of the department based on changing call trends

　　• Ensures work is handled by the team in order of emergency to the lowest priority ticket

　　• Coordinates work requests from other departments with the flow of existing work for maximum efficiencies

　　• Initiates timely communication of critical events that need to be sent to Technical Support Center Management

　　• Provides coaching and mentoring to team members for optimal performance and department efficiency. Makes recommendations on employee reviews and assists in disciplinary actions

　　• Participates in the interview process for internal/external candidates

　　• Attends department meetings and communicates appropriate information to the team

　　• Cultivates relationships with internal departments to ensure support needs are met

　　• Assists with the overall department schedule for Technical Support Center employees

　　• Resolves and/or acts as a resource for complex technical issues

　　• Performs technical troubleshooting for all devices on the store network and web-based applications

　　• Uses remote tools and cloud technology to provide technical support

　　• Identifies and corrects potential issues before a location is aware of the problem

　　• Determines the best course of action to improve performance and efficiency of store systems, equipment and applications

　　• Reads, interprets and follows procedures described in the internal knowledge base and suggests new articles as needed

　　• Attends training classes, internal and external, as required to stay current with new troubleshooting procedures and technology.

　　• Completes departmental reporting as needed

　　• Completes other duties, including special projects, as assigned by Management

　　Education Requirements:

　　Bachelor's Degree in Computer Networking or 4 years of related experience

　　Experience Requirements:

　　Prior help desk experience preferred

　　Skill Requirements:

　　• Demonstrates expertise with connecting to various devices using remote software and hardware tool

　　• Well organized with the ability to work under pressure and meet tight deadlines.

　　• Positive, professional attitude and adaptive to change

　　• Capable of working in a fast-paced environment

　　• Demonstrated expertise with Word, Excel, and other MS Office suite applications

　　• Ability to work with little to no supervision

　　• Excellent verbal communication skills and the ability to explain technical information in layman's terms

　　• Excellent understanding of intra-department functions and operations

　　• Ability to perform repeated bending, standing and reaching

　　• Ability to occasionally lift up to 40 pounds

　　Additional Responsibilities:

　　• On call 24 hours per day/7 days per week for emergencies

　　• May be required to travel occasionally

　　EEO Statement

　　Speedway is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

　　In Compliance with the Americans with Disabilities Act and other applicable laws, we offer reasonable accommodation in the employment process. If you are unable to complete the application process due to a disability, please contact 1-888-225-5735, option 4.