Help Desk Analyst / Project Lead

Global Partners LP Waltham , MA 02154

Posted 3 weeks ago

Job Description:

Provide leadership/ support for Level 1- Level 2 services for all Retail Store Operations technologies. Work directly with the systems, software and hardware implementation teams, store operations and IT's infrastructure group. Support POS systems and peripheral equipment, back office PC hardware and peripheral equipment and related software in a fast paced, very dynamic IT environment. This is a great opportunity for someone who is looking to advance to the level, who is a problem solver, and will take initiative to provide solutions to the client base.


  • Assist end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software.

  • Responsibilities include, but are not limited to;

  • Point of Sale (POS). laptops, desktop PC's, smartphones, tablets, remote access VPNs, electronic faxing, voice, multi-function printers internet modems, firewalls, handheld scanners, barcode scanners, PIN pads, time clocks, video security systems, and polling processes

  • Experience with retail back office financial software and its interface(s) with POS and credit card processing.

  • Create project plans for software and hardware upgrades.

  • Contribute knowledge and updated information into Global's IT Knowledge Base to assist with in the documentation and training of Level 1 help desk personnel.

  • Provide input and suggestions for client services process improvement.

  • Proactively identify and recommend enhancements to the overall convenience store IT infrastructure.

  • Demonstrated experience in a lead or project leadership role


  • Required: Strong troubleshooting skills in resolving retail technological issues

  • Desirable technology knowledge includes:

  • Microsoft Office, Visio, operating systems, Office 365

  • Microsoft Windows 7 operating system components including:

  • Microsoft Networking

  • Printer management

  • File Share management

  • Active Directory

  • Microsoft IIS

  • Internet Explorer

  • DHCP

  • DNS

  • A strong customer service focus and attitude

  • Good organizational skills

  • Good verbal and written communications skills

We are an equal opportunity employer. We consider applications for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, sexual orientation, citizenship status, genetic information or any other legally protected status.

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Help Desk Analyst / Project Lead

Global Partners LP