This position offers a base salary range of $69,564 - $115,940 per year, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! OVERVIEW Provide technical support to internal customers for all IT systems and applications. Responsible for resolving complex issues, including those that have been escalated from other members of the System Support team. RESPONSIBILITIES (other duties may be assigned) Escalation resource for dealing with challenging technical issues and call tickets Possess advanced knowledge of multiple Packaged Solutions, and of the business processes the packages support Identify the source of technical or business process issues using Root Cause Analysis techniques. Devise or modify procedures to solve these issues. Develop and review technical support documentation Create advanced SQL queries as part of troubleshooting and issue resolution Facilitate teams that may include peer-level professionals, specialized technicians, managers, contractors, consultants and/or customers Participate in Implementation / Deployment / Documentation projects as assigned Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. Provide technical advice and coaching to less experienced System Support personnel Identify technical support trends which require immediate attention QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education Bachelor’s degree in a field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is required Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred Experience Minimum 7 years of applicable experience in a technology environment required, to include: 3 years of experience in a technical or customer support environment, with demonstrated responsibility for multiple applications or systems. Experience with Root Cause Analysis or other analytical problem solving techniques is preferred. Licenses/Certifications HDI or similar certification is preferred Tools & Equipment (Other than general office equipment): None ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.