Technical Support Specialist

Job Summary:
Our client is seeking a Technical Support Specialist to join their team! This position is located in Enon, Ohio. 
 
Duties:

• Provide remote technical support for store hardware, software, networks, and applications using cloud and web-based tools
• Manage simultaneous connections to multiple store locations and devices, prioritizing incidents by severity and business impact
• Monitor network performance and data packet loss across entire store networks or individual devices and implement corrective actions
• Identify and resolve issues before they impact store operations
• Troubleshoot issues across current and legacy network environments
• Direct and support field personnel during installation of new equipment on store networks
• Install, configure, and upgrade software on newly deployed devices
• Implement software changes for fuel dispensers and fuel tank monitoring systems
• Set up and configure DVR equipment, including camera naming conventions and recording settings
• Manage multiple incident tickets concurrently, working them in order of emergency priority
• Analyze case history to identify recurring issues and recommend improved resolution strategies
• Provide clear verbal instructions to onsite personnel when hands-on diagnostics or repairs are required
• Communicate critical events and outages to Store Support Team Leads in a timely manner
• Coordinate with third-party help desk vendors as needed
• Follow and contribute to internal knowledge base documentation and standard operating procedures
• Create and update knowledge base articles to support repeatable solutions
• Maintain equipment inventories and order replacement parts as required
• Participate in required training to stay current with new technologies and troubleshooting procedures
• Support special projects and additional duties as assigned

Desired Skills/Experience:

• Associate degree in Computer Networking or a related field or equivalent professional experience
• Specialized training in network communications, PC architecture, or application support preferred
• Prior Help Desk, Service Desk, or Technical Support experience preferred
• Experience supporting networked hardware and applications in a distributed or retail environment a plus
• Strong understanding of store networks, including hardware, software, routers, wireless communications, and third-party cellular devices
• Ability to support both standard and non-standard equipment, including systems not directly connected to the corporate network
• Proven ability to manage multiple concurrent issues while prioritizing effectively
• Strong analytical and problem-solving skills
• Excellent verbal communication skills with the ability to explain technical concepts to non-technical users
• Highly organized, detail-oriented, and able to perform well under pressure
• Comfortable working in a fast-paced, 24/7 operational environment
• Ability to perform repeated bending, standing, and reaching
• Ability to occasionally lift up to 40 pounds
• Willingness to work a flexible schedule, including second and third shifts, weekends, and holidays

Benefits:

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

The approximate pay range for this position is between $16.00 and $23.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.