Enterprise Service Desk Specialist - 1st Shift

Job Summary:

Provides technical troubleshooting by telephone and remotely connecting to equipment and by accessing web-based applications; supports multiple pieces of hardware, networks, platforms, and web-based applications; determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and/or implements solutions.

Key Duties and Responsibilities:

• Uses remote tools and cloud technology to provide technical support for hardware, software, and applications.

• Identifies and corrects issues using cloud and web-based applications.

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

• Understands and completes proper processes when installing software.

• Provides troubleshooting and support to multiple domains.

• Identifies re-occurring company issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems.

• Reads, interprets, and follows procedures described in the internal knowledge base.

• Works with third-party help desk vendors as applicable.

• Provides phone support as needed.

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

• Initiates timely communication of critical events to Team Leads.

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

• Identifies and escalates critical incidents to ensure timely resolution and reduce down time and coordinate with critical incident team.

• Ensures highest standards of domain security through proper user authentication procedures.

Education and Experience:

• Education: High School Diploma/GED

• Certifications / Licenses: CompTIA A+/Network+ Preferred

Specific Knowledge and Skills:

• General understanding of networking fundamentals as it relates to an enterprise environment.

• PC architecture, wireless communication, router, and third-party cellular devices.

• Familiarity with Windows Operating System and iOS.

• General troubleshooting skills.

• Capable of working in a fast-paced environment.

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

• Excellent written communication skills with the ability to clearly relate an issue and troubleshooting steps in tickets and emails.

• Excellent organizational skills.

• Ability to understand intra-department functions and operations.

• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department.

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.

We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Change Initiative For Hiring.

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