Technician, Service Desk-Shift 2B

The purpose of this job is to provide first level technical support to SSC, all Pilot Flying J (PFJ) fueling locations and restaurants.Utilizing defined Service Desk processes and procedures, provide first level technical support to all PFJ fueling locations and restaurants including responding to store inquiries, analyzing and resolving problems with hardware and software and providing any additional assistance necessary to ensure the guest customer serviceMonitor system alerts to ensure PFJ sites are fueling 100% of the time and troubleshoot and resolve any fueling issues at store levelAssist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions in order for PFJ to receive paymentAssist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessaryFirst level support for Business Vertical software issue.  Identify the issue, open incident, and escalate if needed. Troubleshoot hardware issues within stores and if necessary, once replacements have been received, assist stores with the installation of  new hardwareAssist stores and restaurants with point of sale hardware and software issues to ensure guest customer service; assist with diagnosis and correction of issues with back office computers and printersMonitor email requests for service and supportEnsure all activities are in compliance with rules, regulations, policies and proceduresComplete other duties as assigned