Service Desk Technician

1. Summary

CoffeeTree Group is seeking a motivated, customer-focused Service Desk Technician to provide first-level technical support for convenience, fuel, and retail technology systems. This role serves as the first point of contact for technical issues reported by store personnel and field teams, helping troubleshoot problems, coordinate service requests, and ensure timely resolution.

The ideal candidate has strong communication skills, foundational IT knowledge, and a passion for problem-solving. This position requires the ability to manage multiple service requests, deliver exceptional customer support, and maintain reliable technology operations across customer locations.

2. Key Responsibilities

  • Technical Support & Troubleshooting: Provide first-level support for hardware, software, networking, and technology systems used in convenience stores, fuel stations, and retail environments.

  • Incident & Ticket Management: Receive, document, prioritize, and manage technical support requests through designated service desk and incident management platforms.

  • Point-of-Sale (POS) Support: Troubleshoot POS systems, self-checkout technology, and related software applications, including RPOS, Commander, StorePoint, and Verifone solutions.

  • Fuel & Forecourt Technology Support: Assist with troubleshooting fuel transactions, payment card processing, connectivity issues, and forecourt technology systems.

  • Service Coordination & Dispatching: Coordinate service requests with field technicians, vendors, and support teams to ensure efficient issue resolution.

  • Customer Service & Communication: Deliver professional, responsive support to store personnel, field teams, and customer representatives.

  • Incident Follow-Up & Escalation: Monitor open tickets, follow up on unresolved issues, and escalate complex technical problems to appropriate support teams or vendors.

  • System & Process Compliance: Follow established service desk procedures, documentation standards, and customer-specific support protocols.

  • Continuous Improvement: Identify recurring technical issues and opportunities to improve service efficiency, troubleshooting processes, and customer satisfaction.

3. Professional Experience & Requirements

  • Previous experience in technical support, help desk operations, customer service, or a related field is preferred.

  • Experience supporting convenience stores, fuel stations, or retail technology environments is beneficial.

  • Familiarity with POS systems, self-checkout equipment, payment terminals, or fuel management technologies is preferred.

  • Experience with incident management platforms, hosted telephony, softphone applications, or service desk ticketing systems is a plus.

  • Knowledge of PC hardware, software, networking, and basic system configuration is beneficial.

  • Ability to manage multiple support requests while maintaining accuracy, professionalism, and responsiveness.

  • Strong willingness to learn new technologies, troubleshoot unfamiliar issues, and develop technical expertise.

4. Education Requirements & Preferences

  • Preferred: Education or coursework in Information Technology, Computer Science, Information Systems, or a related technical field.

  • Alternative Qualifications: Relevant professional experience, technical training, industry certifications, or demonstrated technical knowledge will also be considered.

  • A commitment to continued learning and professional development is highly valued.

5. Required Core Skills

  • Foundational knowledge of computer hardware, software, and network troubleshooting.

  • Proficiency with Microsoft Office applications and standard computer systems.

  • Strong verbal and written communication skills.

  • Excellent customer service and interpersonal skills.

  • Ability to document technical issues, troubleshooting steps, and resolutions accurately.

  • Effective multitasking, time management, and organizational skills.

  • Strong analytical thinking and problem-solving abilities.

  • Ability to follow established service desk procedures and escalation protocols.

  • Comfortable communicating with store personnel, field technicians, vendors, and customer representatives.

  • Ability to work independently and collaboratively in a fast-paced support environment.

  • Adaptability, attention to detail, and willingness to learn new technologies.

6. Preferred Certifications & Licenses

The following certifications and credentials are valued but not required. Candidates are not expected to hold all listed certifications; however, additional relevant credentials may strengthen their qualifications.

  • CompTIA A+: Foundational knowledge of computer hardware, software, operating systems, and troubleshooting.

  • CompTIA Network+: Networking fundamentals, connectivity, and troubleshooting.

  • ITIL Foundation: IT service management, incident handling, and service desk processes.

  • Microsoft Technical Certifications: Relevant credentials involving Windows operating systems, Microsoft 365, and enterprise support.

  • HDI Support Center Analyst (HDI-SCA): Customer service, incident management, and technical support best practices.

  • POS or Retail Technology Training: Relevant training or certifications involving point-of-sale systems, payment terminals, or convenience and fuel retail technology.

7. Position Type & Work Environment

  • Employment Type: Full-time and part-time opportunities available.

  • Work Location: In-office or remote, depending on geographic location, client requirements, and position availability.

  • Work Environment: Professional service desk environment supporting convenience, fuel, and retail technology systems.

  • Schedule: Work schedules and shift availability vary based on position and operational needs.

  • Equipment & Technology: Regular use of computers, Microsoft Office applications, hosted telephony, softphone platforms, and incident management systems.

  • Work Requirements: Ability to manage multiple priorities, respond to incoming technical support requests, and maintain professionalism in a fast-paced environment.

  • Additional Responsibilities: Duties and responsibilities may evolve based on client requirements and business needs.

8. Compensation & Benefits

Compensation

CoffeeTree Group offers competitive compensation based on industry experience, qualifications, and position requirements. Base pay may vary depending on geographic location, skills, education, certifications, and relevant professional experience.

We also provide opportunities for professional growth, career advancement, and continued development.

Employee Benefits

CoffeeTree Group offers a comprehensive benefits package to eligible full-time employees, designed to support their health, financial well-being, and professional growth.

  • Health Insurance: Medical, dental, and vision coverage through Blue Cross Blue Shield (BCBS).

  • Retirement Savings: 401(k) retirement plan with company matching contributions.

  • Life & Disability Insurance: Employer-paid life insurance and short-term and long-term disability coverage.

  • Paid Time Off: Generous PTO and paid holidays.

  • Professional Development: Training opportunities, skill development, and career advancement.

Benefits are available to eligible full-time employees only and are subject to applicable plan terms and eligibility requirements.

Ready to Make a Difference?

Join CoffeeTree Group and help businesses maintain reliable technology operations through exceptional customer support, technical problem-solving, and innovative service solutions.

Apply Now