Systems Support Technician, Desktop Support
Wawa - Wawa, PA

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Position Summary :

Administers supports and maintains Wawa’s end user computing environment. This includes all Wawa Stores, Regional Offices, Facilities Office, Bakery, Training Centers and remote access users.

Responsible for providing detailed technical analysis, evaluations and implementing recommendations that improve the overall cost effectiveness and service level improvements.

Responsible for coordinating and maintaining vendor and service provider relationships, as well as ensuring correct invoicing and contract adherence by vendors as appropriate.

Principal Duties:

  • Learn and follow service delivery and operating procedures.
  • Document and publish service delivery procedures as appropriate; make recommendations on process improvements.
  • Interface with Engineers, Business Solutions, Architects and the Call Center.
  • Act as secondary customer request interface for services. Evaluate and prioritize incoming service requests via Applix and/or vendor incident systems (if applicable).
  • Responsible for initial problem recognition, research, isolation, resolution and follow-up for routine user problems. Escalate problems as required.
  • Use appropriate tools to support and distribute hardware and software, perform hardware and software inventory management function.
  • Manage spare inventory pool distribution and re-stocking activities.
  • Support team members with the installation and testing of all equipment and initial user orientation.
  • Check in, deploy and assign equipment when received as according to the SLA. Capture and maintain customer asset management database.
  • Communicate with other IT Teams to ensure we meet and/or exceed our SLA agreements.
  • Validate and approve vendor invoices. Provides detailed cost center analysis of recurring invoices, identifying opportunities for cost savings and service improvements as well as forecast and budget analysis as necessary.
  • Respond to all service interruptions or performance problems. Track all trouble tickets and ensures closure of problems. Consults with appropriate vendors and Wawa IT teams to resolve serious problems.
  • Administer support and operational analytical reports on a weekly and monthly basis to provide a holistic view of the supported technology environment.

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