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# Help Desk Technician II

- **Company:** WHO WE ARE LLC
- **Location:** Fort Worth, TX, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Desktop Computing, Video Cards, Hard Disk Drives, Networking Hardware, Microsoft Office, Productivity Software, Remote Service Software, Software Engineering, Network Routers, Information Technology
- **Published:** November 7, 2026
- **Apply:** https://www.careerbuilder.com/job-details/help-desk-technician-ii-fort-worth-tx--8776bb7d-83bc-4e40-a42e-5ebca98f4dc0

## About the Role

Help Desk, Retail, Loyalty Programs, Operational Support, Point of Sale (POS) Systems, Desktop PC, Hardware Installation, Procedure Development, Software Upgrades, Systems Administration/Management, * Associate's degree in Computer Science or related field, or equivalent combination of education and experience;

 * Two to four years' experience in a retail store technology environment including point of sale, fuel, credit, back office and daily book accounting processes required, convenience store technology environment preferred;
 * Proven knowledge of Windows operating systems, PCs, printers, networking hardware, and other hardware, such as hard drives, video cards, cabling, routers, and hubs;
 * Experience using productivity software (MS Office suite and Remote Support Tools);
 * Experience with PDI/Enterprise 8 preferred;
 * High level of personal accountability;
 * Strong written and verbal communication and customer service skills;
 * Proven ability to manage multiple, competing priorities simultaneously; and
 * Excellent analytical and problem solving abilities.

## Description

* Resolve basic to complex retail site systems, hardware, and software issues to completion;
 * Provide operational support of Yesway retail systems infrastructure including point of sale, back office, credit and fuel network;
 * Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications per defined procedures;
 * Assist in software releases and roll-outs;
 * Participate in onsite regional store migrations;
 * Record, track and document the service desk request problem-solving process;
 * Perform post-resolution follow ups with end users, as required;
 * Develop help sheets and FAQ lists for end users, when applicable;
 * Evaluate documented resolutions and analyze trends for ways to prevent future problems;
 * Escalate problems (when required) and alert management to emerging trends in incidents;
 * Reinforce SLAs to manage end-user expectations; and
 * Independent travel 10%, after hours, weekend and holiday work required.