System Support Specialist

Provide technical support to internal customers for all IT systems and applications. The System Support Specialist is responsible for resolving advanced issues, including those that have been escalated from other members of the System Support team. RESPONSIBILITIES (other duties may be assigned)

1. Initial and escalation resource for dealing with challenging technical issues and call tickets

2. Possess in-depth knowledge of one or more Packaged Solutions, and of the business processes the packages support

3. Handle non-routine issues that have been through initial resolution procedures but have not yet been resolved. May own escalated issues and work with other disciplines to resolve issues

4. Identify the source of technical or business process issues using Root Cause Analysis techniques. Devise or modify procedures to solve these issues.

5. Provide technical advice to less experienced system support personnel

6. Possess in-depth knowledge of tools such as debuggers and SQL editors and their use as part of troubleshooting and issue resolution

7. Participate in Implementation / Deployment / Documentation projects as assigned

8. 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.

9. Identify technical support trends which require immediate attention

10. Develop technical support documentation, 1. Initial and escalation resource for dealing with challenging technical issues and call tickets

11. Possess in-depth knowledge of one or more Packaged Solutions, and of the business processes the packages support

12. Handle non-routine issues that have been through initial resolution procedures but have not yet been resolved. May own escalated issues and work with other disciplines to resolve issues

13. Identify the source of technical or business process issues using Root Cause Analysis techniques. Devise or modify procedures to solve these issues.

14. Provide technical advice to less experienced system support personnel

15. Possess in-depth knowledge of tools such as debuggers and SQL editors and their use as part of troubleshooting and issue resolution

16. Participate in Implementation / Deployment / Documentation projects as assigned

17. 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.

18. Identify technical support trends which require immediate attention

19. Develop technical support documentation

20. Initial and escalation resource for dealing with challenging technical issues and call tickets

21. Possess in-depth knowledge of one or more Packaged Solutions, and of the business processes the packages support

22. Handle non-routine issues that have been through initial resolution procedures but have not yet been resolved. May own escalated issues and work with other disciplines to resolve issues

23. Identify the source of technical or business process issues using Root Cause Analysis techniques. Devise or modify procedures to solve these issues.

24. Provide technical advice to less experienced system support personnel

25. Possess in-depth knowledge of tools such as debuggers and SQL editors and their use as part of troubleshooting and issue resolution

26. Participate in Implementation / Deployment / Documentation projects as assigned

27. 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.

28. Identify technical support trends which require immediate attention

29. Develop technical support documentation

(Equivalent combinations of education, licenses, certifications and/or experience may be considered), * Bachelor's degree in a field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is required.

• Bachelor's degree in Computer Science, Management Information Systems, Computer Engineering is preferred

Experience

• Minimum 3 years of applicable experience in a technology environment required.

Licenses/Certifications

• HDI or similar certification is preferred.