Overview
On Site
Full Time
Skills
Technical Support
Coaching
Presentations
Internal Communications
Brand
Communication
Management
Budget
Problem Management
Help Desk
KPI
Computer Science
Management Information Systems
Computer Engineering
Systems Analysis
Systems Engineering
Customer Support
Cross-functional Team
Leadership
Root Cause Analysis
Analytical Skill
Problem Solving
Conflict Resolution
Job Details
Additional Job Info:
This role is primarily 1st shift, with occasional requirements to work nights, weekends, and holidays as needed. A 24/7/365 on-call rotation is required. The position is based in Claysburg, PA, with four days on-site and one day remote each week.
Overview:
Provide primary guidance and leadership to the System Support Representative group. The goal of this group is to provide assistance for IT issues, proactively monitor systems and networks for indications of technical issues, and interact with other IT disciplines to collect, document, and disseminate information regarding system functionality and troubleshooting practices.
Responsibilities:
1. Maximize the development of internal talent through regular performance coaching, performance reviews and presenting developmental opportunities.
2. Align area objectives with the strategic goals of the Department. Develop Internal Communications strategy that supports business and brand strategy and manage proactive and reactive Internal Communication efforts, which may include the directing of outside agency
3. Monitor annual budgets for assigned area of responsibility to maximize profitability.
4. 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.
5. Function as the "Power user/Trainer" on IT help / incident / problem management systems, tools, and processes.
6. Facilitate the escalation of unresolved calls where solutions frequently require application of essential IT professional knowledge from other disciplines.
7. Monitor calls and help desk tickets for business or technical trends. Generate and analyze KPIs for team and department.
8. Determine the means, methods, and materials subordinates will user to perform work. Assign and check work as required.
Qualifications:
(Equivalent combinations of education, licenses, certifications and/or experience may be considered. Two years of experience is equivalent to one year of college/trade school)
Education
A four-year degree in Computer Science, Management Information Systems, Computer Engineering; or a four year degree in another field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is preferred
Experience
7 years of experience in a technology or customer support environment, to include:
3 years of experience in a leadership role, including demonstrated success with multi-person or cross functional team leadership
Experience with Root Cause Analysis or other analytical problem solving techniques is preferred.
Licenses/Certifications
HDI or similar certification is preferred
Tools & Equipment
General Office Equipment
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.
This role is primarily 1st shift, with occasional requirements to work nights, weekends, and holidays as needed. A 24/7/365 on-call rotation is required. The position is based in Claysburg, PA, with four days on-site and one day remote each week.
Overview:
Provide primary guidance and leadership to the System Support Representative group. The goal of this group is to provide assistance for IT issues, proactively monitor systems and networks for indications of technical issues, and interact with other IT disciplines to collect, document, and disseminate information regarding system functionality and troubleshooting practices.
Responsibilities:
1. Maximize the development of internal talent through regular performance coaching, performance reviews and presenting developmental opportunities.
2. Align area objectives with the strategic goals of the Department. Develop Internal Communications strategy that supports business and brand strategy and manage proactive and reactive Internal Communication efforts, which may include the directing of outside agency
3. Monitor annual budgets for assigned area of responsibility to maximize profitability.
4. 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.
5. Function as the "Power user/Trainer" on IT help / incident / problem management systems, tools, and processes.
6. Facilitate the escalation of unresolved calls where solutions frequently require application of essential IT professional knowledge from other disciplines.
7. Monitor calls and help desk tickets for business or technical trends. Generate and analyze KPIs for team and department.
8. Determine the means, methods, and materials subordinates will user to perform work. Assign and check work as required.
Qualifications:
(Equivalent combinations of education, licenses, certifications and/or experience may be considered. Two years of experience is equivalent to one year of college/trade school)
Education
A four-year degree in Computer Science, Management Information Systems, Computer Engineering; or a four year degree in another field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is preferred
Experience
7 years of experience in a technology or customer support environment, to include:
3 years of experience in a leadership role, including demonstrated success with multi-person or cross functional team leadership
Experience with Root Cause Analysis or other analytical problem solving techniques is preferred.
Licenses/Certifications
HDI or similar certification is preferred
Tools & Equipment
General Office Equipment
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.