Retail Help Desk Agent 2

At Maverik, we don’t just offer jobs, we offer adventures. 

When technology hits a roadblock, you’ll help get things moving again. As a Retail Helpdesk Agent 2, you’ll be a go-to resource for troubleshooting the technology that keeps our stores running, from Point of Sale and Fuel systems to Networking. You’ll dig into problems, find solutions using remote support tools, and partner with teams to tackle more complex issues. You’ll also bring your experience to the team by mentoring and supporting new hires along the way.

Why this role matters

Our stores depend on reliable technology to serve customers and keep operations moving. Your ability to troubleshoot quickly, provide dependable support, and know when to escalate an issue helps minimize disruptions and keeps our teams focused on the adventure ahead.

Location/Schedule 

This role is based at our Salt Lake City Headquarters and follows a hybrid schedule with four days in-office and one remote day each week. 

What You’ll do in this Role 

• Respond to inquiries via email and phone clarifying, researching, locating, and providing necessary information
• Conduct remote troubleshooting using remote access tools.  
• Perform troubleshooting through outbound phone calls.   
• Resolve issues by clarifying problems, researching and exploring possible solutions, implementing fixes, and escalating unresolved problems when necessary.  
• Fulfill service requests by clarifying information, completing call tickets, forwarding requests, and dispatching both third-party and internal technicians.  
• Maintain the ticketing system by accurately logging and tracking all information updates.  
• Provide technical support to system users across various platforms.  
• Collaborate with stakeholders on issues related to Point of Sale, Fuel, and Networking systems.  
• Mentor, train and support new hires.  

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.

You’ll be a great fit for this adventure if you have: 

• 2+ years of experience in help desk delivery or customer service role in retail or C-Store environment.

Bonus points if you also bring: 

• Associate degree or equivalent from two-year College or technical school in Information Technology, Computer Science or related field, preferred.  Bachelor’s degree in relevant field also acceptable.
• Experience with using productivity software such as MS Office Suite, Jira, Confluence, and Remote Support tools, preferred.
• Experience with Window Systems such as Windows CE/Mobile, 7, 8, and embedded preferred. 

Compensation & Benefits 

Pay Range:$21.00-$23.00/hour + DOE and Bonus Opportunities 

The above salary range represents a general guideline; however, Maverik considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidates experience, education, skills, and current market conditions. 

Benefits Include: 

• Full Health, Dental, and Vision Package with company contribution to cost 
• In-Store and Fuel Discounts 
• Retirement plan with company match (401K) 
• Eligible for the annual incentive bonus program 
• Profit Sharing: When Maverik succeeds, so do you. Team Members are eligible for annual profit sharing—our way of recognizing the important role you play in our success 
• Comprehensive Paid Time-Off Policy, along with additional perks and benefits