System Support Generalist

Provide technical support to internal customers for all IT systems and applications, using the problem resolution system and/or standard scripts, reference guides, and procedures. Responsible for resolving basic issues, including those that have been escalated from other members of the System Support team.

1. Initial Tier 1 resource for dealing with technical issues and call tickets. May provide escalation assistance to other System Support team members
2. Possess basic knowledge of one or more Packaged Solutions, and of the business processes the packages support
3. For routine issues, utilize standard scripts, procedures, and documentation to provide quick resolution. For non-routine issues, utilize experience and knowledge to evaluate, test, and implement corrective actions.
4. Monitor system performance alerts and notify appropriate IT resources when anomalies are found. Develop SOPs to monitor and handle these issues
5. Use tools such as debuggers and SQL editors as part of troubleshooting and issue resolution
6. Participate in Implementation / Deployment / Documentation projects as assigned
7. 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.
8. Develop technical support documentation
9. Identify technical support trends which require immediate attention

(Equivalent combinations of education, licenses, certifications and/or experience may be considered), 1. Initial Tier 1 resource for dealing with technical issues and call tickets. May provide escalation assistance to other System Support team members

1. Possess basic knowledge of one or more Packaged Solutions, and of the business processes the packages support
2. For routine issues, utilize standard scripts, procedures, and documentation to provide quick resolution. For non-routine issues, utilize experience and knowledge to evaluate, test, and implement corrective actions.
3. Monitor system performance alerts and notify appropriate IT resources when anomalies are found. Develop SOPs to monitor and handle these issues
4. Use tools such as debuggers and SQL editors as part of troubleshooting and issue resolution
5. Participate in Implementation / Deployment / Documentation projects as assigned
6. 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.
7. Develop technical support documentation

8. Identify technical support trends which require immediate attention

9. Initial Tier 1 resource for dealing with technical issues and call tickets. May provide escalation assistance to other System Support team members
10. Possess basic knowledge of one or more Packaged Solutions, and of the business processes the packages support
11. For routine issues, utilize standard scripts, procedures, and documentation to provide quick resolution. For non-routine issues, utilize experience and knowledge to evaluate, test, and implement corrective actions.
12. Monitor system performance alerts and notify appropriate IT resources when anomalies are found. Develop SOPs to monitor and handle these issues
13. Use tools such as debuggers and SQL editors as part of troubleshooting and issue resolution
14. Participate in Implementation / Deployment / Documentation projects as assigned
15. 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.
16. Develop technical support documentation
17. Identify technical support trends which require immediate attention

• 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 preferred

Experience

• No experience required, (Equivalent combinations of education, licenses, certifications and/or experience may be considered)