Retail Help Desk Agent 1

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

As a Retail Help Desk Agent, you’ll be a key resource for our stores, providing support through phone, email, and ServiceNow tickets. You’ll troubleshoot and resolve issues with systems and equipment such as POS systems, scanners, printers, and fuel equipment while making sure requests are accurately documented and routed to the right team. This is a great opportunity for someone who enjoys solving problems, helping others, and learning new technology in a fast-paced environment. You’ll receive hands-on training and have the opportunity to grow your technical skills and advance within the Help Desk team.

Why this role matters 

Our Retail Help Desk team helps keep Maverik stores running smoothly by quickly responding to and resolving technical and equipment issues. Your support directly helps store teams stay focused on serving our customers and keeping operations moving.

Location/Schedule 

This is a full-time, 40-hour-per-week position with a schedule that includes nights and weekends. Training will take place in person, and once training is complete, the position will transition to a remote work arrangement. Schedule flexibility is required, including availability to work evenings and weekends.

What You’ll do in this Role 

• Answer inquiries via email and phone clarifying, researching, locating, and providing information
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems.
• Fulfill requests by clarifying information, completing call tickets, forwarding requests and dispatching vendors/maintenance techs.
• Maintain ticketing system by entering accurate and complete information, including logging and tracking all customer requests.
• Provide technical systems support to various system users.
• Aid in the troubleshooting, maintenance, reliability, and continuous operations of POS systems, scanners, printers etc.
• Support the priority 3 level tickets through Maverik’s ticketing system.
• Use data to identify stores with slow-flow fuel, pumps, and equipment issues.

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: 

• 1+ 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.
• 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:$18.50/hr -$22.50/hr + 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