Sr. IT Support Technician

Job Description

We Deliver the Goods:

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
• Growth opportunities performing essential work to support America's food distribution system
• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Why Join Core-Mark?
Core-Mark emphasizes personal growth and development for all associates. We believe that when you succeed, the company succeeds. We promote internally whenever possible and provide frequent training opportunities in several formats to help you meet your personal and career goals.

This position will require the ideal candidate to work on-site at the Core-Mark Corporate Headquarters in Westlake, Texas.

Position Purpose:
The primary responsibility of the Senior IT Support Technician position is to resolve technical support incidents for internal Core-Mark employees, located at our Corporate and satellite offices. Additionally, this role provides online/phone support for employees who work from home. This individual will take ownership of all technical support incidents, including problems with end-user computing hardware, software, operating system (Win11) and applications. The successful candidate will use their knowledge of the Windows operating system (Win11) and other various applications (i.e. Microsoft Office, Outlook) to troubleshoot and resolve incidents in a timely manner or coordinate an effective escalation to another team for resolution. This is a hands-on technical role and will serve as the primary support conduit for our staff at our Corporate facility (including Executive staff). This individual will ensure all incidents are logged and tracked to provide a great support experience for our employees. In addition to sharp technical skills, the individual will need to have effective interpersonal and customer service skills in order to be successful. This role is a senior support services position within the End User Services team. This role will have opportunities to contribute to the development of enterprise computing standards.

Responsibilities:

• Effective lifecycle management of all technical incidents, ensuring a timely and effective support experience for our employees.
• Serve as a subject matter expert for all end-user computing hardware (laptops, desktops, accessories)
• Ensure all end-user computing devices are maintained and updated in a timely fashion
• Provide hands-on technical support expertise to our corporate employees, ensuring a positive support experience
• Handle all executive hardware/software, roll out of new IT products, and handle resolution of all IT related issues as it pertains to our executive staff
• Provide technical support of conference room hardware and software, providing coaching to corporate employees on best practices and coordinating any additional training required
• Procure hardware and software when appropriate
• Ensure the effective utilization of Core-Mark technologies (Active Directory, O365, Teams, WebEx, VPN, etc.)
• Create, maintain, and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests
• Provide secondary support for Core-Mark's Center of Excellence (COE)
• Serve as the subject matter expert (SME) for technology projects, as needed.
• Performs other related duties as assigned.

The ideal candidate should possess the following:

• Excellent verbal and written communication skills
• Demonstrate systematic, disciplined, and analytical approach to work
• Ability to effectively plan, schedule, and monitor work
• Familiarity with a range of tools and resources to leverage for resolving complex technical issues

EEO Statement

Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the "EEO is the Law" poster and supplement; and (3) the Pay Transparency Policy Statement.

Required Qualifications

5-10 years experience serving in a service delivery and/or technical support function within a large organization, using the Microsoft operating system.
5-10 years experience working with and supporting executive staff in a technical support capacity
5-10 years experience delivering and supporting end-user computing hardware (laptops, desktops)
5-10 years experience supporting employees in a complex, highly decentralized environment
3-7 years experience troubleshooting network/connectivity (TCP/IP) challenges, in a large, enterprise environment
3-7 years experience troubleshooting Office 365 support incidents
3-7 years experience troubleshooting VPN and remote work support incidents
3-7 years experience using and troubleshooting security tools and virus remediation technologies
2-5 years experience developing hardware and software standards in a large enterprise environment
2-5 years experience troubleshooting video conference center hardware and software (WebEx, Teams, etc.)
2-5 years experience using an incident management tool, to track/log all support incidents

Company Description

Core-Mark continues to grow as the industry leader in fresh and broadline solutions for the convenience retail industry. With a reputation for empowering customers, employees, and communities, Core-Mark has become the largest, most comprehensive marketer of consumer goods in North America - offering a full range of products, programs, and solutions to convenience operators across the U.S. and Canada.