OVERVIEW Answer incoming calls from store level to analyze, troubleshoot and resolve technology and equipment issues. RESPONSIBILITIES (other duties may be assigned) Provide first line technical support for technology hardware and software and troubleshoot maintenance equipment issues at store level. Route store level inquires to specific corporate departments who can take action on issues and/or answer questions appropriately. Monitor, evaluate and analyze system alarms via Device Monitoring applications. Create calls and dispatch technicians as necessary. Identify and escalate priority issues. Review and recommend modifications to procedures and processes to Management team. Coordinate service with Facility Support Technicians, Field Technicians and Dispatch Specialists to address equipment issues at store level. Contact outside service providers to handle issues as deemed necessary. Use reports and technology as a tool to ensure issues are resolved. Provide on-the-job to new employees. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education High School/GED/Sheetz Training required Experience Minimum 2 years’ Call Center or Help Desk Experience preferred Licenses/Certifications N/A Tools & Equipment General Office Equipment