Highlights
Soft Skills: The following is required: excellent verbal and written communication skills; ability to understand customer / end-user needs and translate them into technical terms; exhibited troubleshooting and problem solving skills; the ability to explain technical issues to non-technical users; solid time management and organizational skills; excellent attention to detail; and, ability to work well in a team environment. Position Summary: The IT Support Technician II roles represents a senior or experienced team member that can perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management.
Numbers & Facts
| Location | Westborough, MA |
| Industry | Retail |
| Company Size | 5,000 to 9,999 employees |
| Year Founded | 1939 |
| Website | http://www.cumberlandfarms.com |
Description
Cumberland Farms IT Support Technician II Job in Worcester, MA | Cumberland Farms Jobs
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IT Support Technician II
165 FLANDERS ROAD WESTBOROUGH MA
Full-time, Part-time
Job Description
Are you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!
Cumberland Farms is a member of the EG America family of brands. EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming America's #1 'one-stop' destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members. You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.
What We Offer:
- Competitive Wages
- Work today, get paid tomorrow through our earned wage access program*
- Paid Time Off
- Medical/Health/Dental Coverage
- 401K with Company Match
- Team Member Discounts
- Tuition Reimbursement
- Employee Assistance Program
- Health Savings Account
- Company Spirit Days
- Employee recognition and awards
- And much more!
Position Summary:
The IT Support Technician II roles represents a senior or experienced team member that can perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management. The candidate must demonstrate the ability to work on projects independently with minimal or no direction. The candidate must be able to track, monitor and provide recommendations on supporting Helpdesk processes without prompting.
Responsibilities:
Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues
Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role
Provide training and mentorship to new IS Support Technicians
Responsible for reviewing and approving new or existing Knowledge Management records
Responsible for identifying, creating and communicating Problem Management records
Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff
Working Relationships:
The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.
Requirements
Minimum Education: High School Diploma, GED, Some Technical Coursework
Preferred Education: Associates or Bachelor's Degree
Minimum Experience: 1-2 years' experience in a retail call center environment. Must have knowledge of Microsoft based operating systems and basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
Preferred Experience: Experience working in a call center environment using ITIL based call center software. Experience in ITIL Service Transition or Operation methodologies are a plus: Incident Management, Request Fulfillment, Problem Management or Knowledge Management
Licenses/Certifications: A+ or ITIL Foundations Certification preferred
Soft Skills: The following is required: excellent verbal and written communication skills; ability to understand customer / end-user needs and translate them into technical terms; exhibited troubleshooting and problem solving skills; the ability to explain technical issues to non-technical users; solid time management and organizational skills; excellent attention to detail; and, ability to work well in a team environment.
Other:
Physical: Must be able to lift 0-50 lbs
Travel: 0-5%
Hours & Conditions: Based on business need
Other: NA
$31
Wage
$31
Additional Info
At EG America, it's important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.
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Cumberland Farms convenience stores across the U.S.
Certified Oil • Cumberland Farms • Fastrac • Kwik Shop • Loaf N' Jug • Minit Mart • Quik Stop • Sprint Food Stores • Tom Thumb • Turkey Hill
About Company
Cumberland Farms is a privately owned family run business that has been around for almost sixty years with a corporate facility in Framingham, MA. We started back in the 50’s and through the years have grown to over 600 convenience stores ranging from Maine to Delaware as well as a group of stores in Florida.
In 2005, Cumberland Farms completed the acquisition of Gulf Oil LP and is now known as The Cumberland Gulf Group.
In May of 2009 Cumberland Farms and Gulf Oil moved into our new state-of-the-art business support campus in Framingham, Massachusetts. It is a beautiful, remarkable facility that will help lift both of these great companies to new heights for years to come.
It is also the culmination of an ideal we set in motion several years ago. The fact is, Cumberland Farms and Gulf Oil are sharing a whole lot more than a corporate website, office space and administrative resources.
We are also sharing a philosophy, and a vision to become the premier brands of choice forthe on-the-go world.
This commitment will, in turn, elevate these two brands to be the envy of our competitors, irreplaceable to our customers, and a point of pride to all of our employees.