MIS - Technology Support Tech

JOB SUMMARY: The Technology Technician provides hands-on troubleshooting and support for the technology systems and devices used across all retail locations including point-of-sale (PoS), networking, end-user computing, printers, handhelds, telephones, and related systems. The technician works within the team's weekly rotation and participates in the after-hours on-call rotation, providing on-site support within an assigned territory. This role is expected to grow in technical depth, autonomy, and responsibility. Over time, they will work with increasing independence, helping enforce IT policies and refining team documentation. The Technician adheres to IT standards, performs work in accordance with PCI-DSS and NIST requirements, documents their work for change management, and represents Technology with a customer-focused, professional demeanor.

Essential Duties and Responsibilities: List in order of importance and percentages equal to 100%; other duties may be assigned:

Technology Support (70%) 

Provide friendly, customer-focused support to teammates with clear communication and resolutions by prioritizing incoming requests, managing time and resources effectively.

Follow and help enforce IT policies, procedures, and standards; escalate appropriately when issues exceed scope or expertise. Perform work in accordance with PCI-DSS, NIST and other applicable compliance standards.

Collaborate with other technicians to resolve issues and support team success.

Participate in the weekly role and after-hours on-call rotation, providing consistent coverage and timely response.

Contribute to technology projects, store deployments, and other tasks as assigned.

Documentation, Development, and Knowledge Sharing (30%) 

Document all work in the ticketing system for change management, workflow tracking, and audit purposes.

Update and contribute to the team's knowledge base, runbooks, and troubleshooting guides.

Share insights from recurring issues to drive process and documentation improvements.

Continuously build skills aligned with the business technology stack and team needs.

Obtain and maintain required certifications such as; Network+, Security+, MCP, or vendor-specific credentials.

Participate in training, seminars, and other development opportunities as guided by the manager.

Living our Core Values is an essential part of each and every job

Customer Focus – Our customers come first, and they are our partners in creating value. We are dedicated to satisfying the needs of our customers in a friendly, timely and safe manner. We believe that we can truly make life easier for our customers.

Teamwork – We work together to meet our goals and, in the process, create a work environment that is fast, friendly, and fun. We are supportive of each team member and treat one another with respect, valuing each other’s talents and contributions. Our competitive strength is and always will be our people.

Committed to Quality - We are committed to the highest level of quality and shared responsibility in everything we do. You should perform all duties in a safe manner, following safety policies and procedures.

Accountability - We accept our individual and team commitments, and we do our best to meet them. If we make a mistake, we take responsibility for our actions and accept the consequences. We do what we say we are going to do.

Passionate – We show pride, enthusiasm and determination in everything that we do. Our positive and optimistic attitude is contagious – within our team and with our customers. Passion is the fuel that drives our company to success!

Community Centric - We are committed to giving back to the communities we serve and children that are at the center of our giving mission. We foster opportunities to engage as a community partner and use our company resources to help make our communities a better place to work, live, and play.

SUPERVISORY RESPONSIBILITIES: None.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements and experience listed are representatives of the knowledge, skill, and or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE: A high school diploma or equivalent is required; a two-year or four-year technology degree is preferred. Zero to three years of experience in a technical support role is preferred. Network+ certification is required within 12 months of hire. Other certifications such as A+, Security+, MCP, or vendor-specific credentials are highly desirable and are expected for ongoing professional development. Experience with retail or c-store technology is a plus.

Working knowledge of technology devices, components, networking concepts, and common troubleshooting methodologies.

Experience providing technology support in a fast-paced environment (retail, hospitality, or multi-site environments preferred).

Experience using a ticketing system to track work and document resolutions.

Familiarity with PoS systems, networking hardware, end-user computing, and Microsoft productivity software.

Ability to work within established processes while exercising sound judgment on when to escalate.

Strong customer service orientation; professional demeanor with teammates and external partners.

Strong written and verbal communication skills; able to explain technical concepts to non-technical audiences.

Aptitude for learning new tools, systems, and technologies.

Ability to lift and transport equipment as part of field and project work.

LANGUAGE SKILLS: Effectively present information to customers, associates and management.  Ability to read, analyze and interpret financial reports and legal documents.  Ability to respond to common inquiries or complaints from associates, customers, regulatory agencies or members of the business community.  Must be able to speak, read and write in the English language.

MATHEMATICAL SKILLS: Ability to work with and apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of situations where limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.  Adheres to the highest level of integrity and confidentiality.  Requires reasonable tact, discretion, professionalism and self-expression.

CERTIFICATES, LICENSES, REGISTRATIONS: Valid in-state Driver’s License with required auto insurance and acceptable MVR (motor vehicle report).

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to stand; walk; drive; use hands to finger, handle or feel objects; use tools or controls; reach with hands and arms; and talk and hear.  The employee is frequently required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.   Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee occasionally works in outside weather conditions and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, and extreme cold and/or heat.   The employee occasionally works near moving mechanical parts; in high, precarious places; and is occasionally exposed to toxic or caustic chemicals, and risk of electrical shock.  The noise level in the work environment is usually moderate to loud.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included.  It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described.  It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform as the Company may deem appropriate.