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IT Service Desk Tech II

Job Location Des Moines, Iowa Req ID R44709

This position will work in a hybrid environment with a blend of remote days and in-office days. This is not a fully remote position.

Kum & Go is looking for a talented and experienced IT Service Desk Technician II to join our team! This role provides services to over 450 network users both in stores and at our corporate headquarters and on numerous mobile devices. The IT Service Desk Technician will review and solve moderately complex technical desktop or mobility issues and supports the pc, tablet, or smartphone setup and training of new associates. Using your experience and knowledge, you’ll assist with the research, development, and implementation of new technical opportunities to increase associate’s performance in their day-to-day roles through software and hardware improvements.

What you’ll do

  • Troubleshoot complex, level 2 service desk incidents

  • Project coordination on executing small projects during solution rollout

  • Troubleshoot application, connectivity, and operating system issues for stores and headquarters

  • Manages and services on-call needs on rotation with peers

  • Responds to needs and requests of clients and Kum & Go associates in a professional manner

  • Assists in laptop/desktop and mobility set up including installing and imaging

What we’re looking for

  • Good working knowledge of store software applications (Radiant, Citrix, Store PC solutions,..), laptop/desktop computers and mobility devices;  O/S, and basic knowledge of desktop application software (MS Office, Radiant, PDI, Retalix, CRM, Sharepoint, Adobe, IE, etc)

  • Basic knowledge of LAN/WAN technologies and architecture.  Working knowledge of supporting network printers and AV equipment

  • Strong ethics and integrity as well as a track record of success in IT service troubleshooting 

  • Ability to partner effectively within a team, working with business associates at all job levels and using good judgment when applying technology to solve issues

  • Must be a strong problem solver, able to diagnose code problems and fix them. 

  • Working knowledge of hand tools and basic equipment/PC setup.

  • TCP/IP-based services, including DNS, DHCP, HTTP, FTP, SSH, SMTP

  • Working knowledge of common network monitoring and security utilities

  • Ability to troubleshoot, focusing on determining hardware vs. software, hardware vs firmware, software vs operating system, network vs application/systems, and patterned vs non-repeatable problems

Other key requirements

  • Experience in a similar role

  • Good trouble-shooting skills

  • Strong customer services skills

  • General understanding of PCI (payment card industry) regulations

  • Relocation to the Des Moines, IA area is required

About Kum & Go

At Kum & Go, our purpose is to make days better. We do that by connecting with people. Every day, whether in stores or at our Store Support Center headquarters, we take a people-first approach to developing associates, serving customers, and solving problems. We provide a unique working experience where associates are given many opportunities to make connections and to have fun along the way. Our culture is supported by our five core values:

  • Passion - We love what we do, and it shows in our work.

  • Integrity - We do the right thing, even when it is difficult.

  • Teamwork - We believe that greatness is only achieved in unity.

  • Caring - We have genuine compassion for our customers, associates, families, and communities.

  • Excellence - We expect and deliver superior performance.

For 60 years, Kum & Go has been dedicated to the communities it serves, sharing 10 percent of its profits with charitable causes. For four generations, the family-owned convenience store chain has focused on providing exceptional service and delivering more than customers expect. Established in Hampton, Iowa, in 1959, the chain has since grown to employ more than 5,000 associates in more than 400 stores in 11 states (Iowa, Arkansas, Colorado, Minnesota, Missouri, Montana, Nebraska, North Dakota, Oklahoma, South Dakota, and Wyoming).

We are an inclusive environment and encourage all interested candidates to apply. Kum & Go is an Equal Opportunity Employer.

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