The Helpdesk Analyst I provides Tier I technical support for United Pacific’s retail store environments, field operations, and corporate users. This role supports modern endpoint, cloud, and retail technology platforms, including Microsoft 365, Windows-based systems, point-of-sale (POS) systems, and network connectivity across multiple locations.
Responsibilities include troubleshooting user issues, supporting store back-office systems, assisting with cloud-based services (Microsoft 365 / Azure), and ensuring reliable store operations, including POS, payment systems, and network uptime.
This role actively monitors and manages tickets in the IT Service Management (ITSM) system, provides high-quality customer service, identifies recurring issues, and escalates complex incidents to Tier II/III teams. The Helpdesk Analyst I contributes to process improvements, documentation, and proactive support initiatives to improve system reliability and user experience.
ESSENTIAL JOB FUNCTIONS:
End-User & Store Support
- Provide frontline technical support for store personnel and corporate users across multiple locations
- Troubleshoot Windows-based endpoints (POS, back office systems, laptops, desktops)
- Assist users with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
- Support identity-related issues (password resets, account lockouts, MFA support)
Retail / POS Environment Support
- Support retail Point of Sale (POS) systems, including transaction flow and store polling
- Troubleshoot issues related to:
- Payment processing (credit/debit, fuel transactions)
- Data transmission to corporate systems (PDI, ERP, back-office systems)
- Deploy software updates and patches to POS and store systems
Networking & Connectivity
- Troubleshoot store-level network issues including:
- WAN connectivity (primary/backup ISP, LTE/5G failover)
- LAN/VLAN connectivity (basic understanding)
- Assist with troubleshooting VPN connectivity to corporate systems
- Escalate firewall/router issues (Fortinet/SonicWall or similar) as needed
Endpoint & Device Management
- Support endpoint provisioning and imaging (POS, BOH, laptops)
- Assist with device management using tools such as:
- Microsoft Intune / Endpoint Manager (basic tasks)
- Remote support tools (e.g., ScreenConnect, RMM platforms)
- Perform hardware break/fix coordination and troubleshooting
Incident & Ticket Management
- Monitor and respond to incidents and service requests in ITSM/ticketing system
- Document clear and detailed troubleshooting steps and resolutions
- Prioritize tickets based on business impact and SLA requirements
- Escalate complex issues to Tier II/III teams with proper documentation
Vendor & Field Support Coordination
- Coordinate with third-party vendors and service providers for:
- POS support
- Network outages
- Hardware dispatch and repair
- Open and track vendor tickets to resolution
Monitoring & Reporting
- Verify store data transmission and system health
- Generate reports for store operations and IT leadership as needed
- Identify recurring issues and trends to improve support processes
Process Improvement & Documentation
- Maintain and update knowledge base articles and SOPs
- Document support procedures and troubleshooting steps
- Identify opportunities for automation and process improvement
General Responsibilities
- Demonstrate strong problem-solving and customer service skills
- Communicate effectively with technical and non-technical users
- Work independently and collaboratively within a distributed team
- Perform additional duties as assigned
JOB QUALIFICATIONS:
Technical Skills
- Experience supporting:
- Windows 10 / Windows 11 endpoints
- Windows Server environments (basic understanding, hybrid preferred)
- Working knowledge of:
- Microsoft 365 (Exchange Online, Teams, OneDrive)
- Microsoft Entra ID (Azure AD) fundamentals (user management, password resets, MFA)
- Basic understanding of:
- Networking (TCP/IP, DNS, DHCP, VPN concepts)
- Experience using:
- Remote support tools / RMM platforms
- IT ticketing systems (ServiceNow, Zendesk, ConnectWise, etc.)
Retail / POS Experience
- Experience supporting retail environments preferred
- Familiarity with POS systems and store operations
- Understanding of payment flow and transaction troubleshooting
Soft Skills & Work Style
- Strong customer service and communication skills
- Ability to prioritize and manage multiple tickets simultaneously
- Detail-oriented and well-organized
- Ability to work in a fast-paced, multi-site environment
- Demonstrated ability to learn new technologies quickly
Preferred Experience
- Experience with:
- PDI or similar ERP systems
- Endpoint management (Intune / MDM)
- Basic cloud concepts (Azure fundamentals)
Certifications (Preferred)
- CompTIA A+ / Network+
- ITIL Foundation
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Fundamentals (MS-900)
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What We Do
Founded in 1955 and based in Long Beach, California, we are one of the largest independent owners, suppliers and operators of gas stations and convenience stores in the Western United States. We have over 3,500 Team Members in more than 450 locations spread across California, Oregon, Washington and Colorado and we're still growing! We offer fuel under the 76, Conoco, Phillips 66, Shell, Chevron and United Oil brands, and offer convenience items through Rocket. We make a positive impact in the communities we serve by creating an experience that makes everyday life a little bit easier for our customers. We’re fast, we’re friendly, and ready to serve! Our team lives the “I Got It!” Spirit by providing a great place to shop, eat, fill up your tank and being a great place to work.
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