IT Infrastructure Specialist

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

The Deskside Support Technician provides advanced technical support for Windows and Macintosh desktops, laptops, and mobile devices, ensuring reliable endpoint services for internal users. The role troubleshoots and resolves hardware, software, application, peripheral, and connectivity issues from the network drop through the end-user device. Responsibilities include supporting iOS and Android devices, mobile device enrollment and configuration, VPN, wireless connectivity, printers, docking stations, and other endpoint technologies. The technician collaborates with IT teams to resolve escalated issues, maintain documentation and asset records, and deliver a professional, customer-focused support experience, excluding security patching and update management.

KEY DUTIES AND RESPONSIBILITES:

• Provide Tier 1/Tier 2 deskside support for Windows and macOS desktops, laptops, peripherals, and enterprise applications, resolving hardware, software, and connectivity issues.
• Support iOS and Android smartphones and tablets, including device setup, configuration, troubleshooting, connectivity, and corporate access.
• Deliver White Glove support to senior leaders and executives, providing priority response, proactive assistance, and a high-touch customer experience.
• Troubleshoot LAN, Wi-Fi, VPN, remote access, and Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint, while escalating complex issues to specialized IT teams.
• Manage endpoint provisioning, onboarding, imaging, refreshes, hardware replacement, asset tracking, ITSM documentation, SLA compliance, knowledge-base updates, and continuous support process improvements.

EDUCATION AND EXPERIENCE:

EDUCATION: Associates/2 Yr Degree

YEARS OF RELEVANT WORK EXPERIENCE: 2+ years

YEARS OF MANAGEMENT EXPERIENCE: NA

CERTIFICATIONS / LICENSES: An Associate’s or Bachelor’s degree in IT, Computer Science, Information Systems, or a related field is preferred; equivalent relevant IT certifications and professional experience may be accepted in lieu of a degree. Relevant certifications include CompTIA A+/Network+/Security+, Microsoft Endpoint Administrator, Microsoft 365/Azure Fundamentals, ITIL 4 Foundation, Apple Certified Support Professional/IT Professional, Jamf certifications, and HDI Desktop Support Technician.

SPECIFIC KNOWLEDGE AND SKILLS:

• Microsoft 365 & Enterprise Applications: Proficiency with Microsoft 365, SharePoint, Teams, Outlook, OneDrive, and enterprise software applications.
• Endpoint Management & Deployment: Hands-on experience with Windows and macOS deployment, imaging, software installation, configuration, and troubleshooting.
• Mobile Device Management: Experience with Microsoft Intune and Jamf for device enrollment, configuration, application deployment, compliance, and support of iOS, Android, and macOS devices.
• Networking & IT Infrastructure: Working knowledge of LAN/Wi-Fi connectivity, VPN, TCP/IP, DNS, DHCP, Cisco networking technologies, and endpoint-to-network troubleshooting.
• Technical Problem-Solving & IT Service Management: Strong analytical and troubleshooting skills, customer-service orientation, ITIL practices, incident management, documentation, and ability to resolve and escalate complex technical issues.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs, as necessary.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.

For a general description of all benefits 7-Eleven is offering in Canada for the position, please visit this link.