Retail Help Desk Agent 1

Maverik Inc. is offering a full-time Retail Help Desk Agent role based in Salt Lake City, UT with a hybrid start. You will support Maverik stores by phone, email, and ServiceNow, helping troubleshoot POS and fuel equipment issues so store teams can stay focused on serving customers. After in-person training, the role transitions to a remote work arrangement.

What you can expect

• Full Health, Dental, and Vision package with company contribution to cost
• In-Store and Fuel Discounts
• 401(k) with company match
• Annual incentive bonus program eligibility
• Profit Sharing: profit sharing is available to team members as a recognition of the role you play in Maverik’s success
• Comprehensive Paid Time-Off policy plus additional perks and benefits

Responsibilities

• Handle inquiries via email and phone by clarifying questions, researching, locating information, and providing updates
• Resolve issues by clarifying the problem, researching and exploring alternative solutions, implementing fixes, and escalating unresolved items
• Fulfill requests by clarifying required details, completing call tickets, forwarding requests, and dispatching vendors or maintenance techs
• Maintain the ticketing system by entering accurate, complete information and logging and tracking all customer requests
• Provide technical systems support to various system users
• Assist with troubleshooting, maintenance, reliability, and continuous operations of POS systems and related equipment such as scanners and printers
• Support priority 3 level tickets through Maverik’s ticketing system
• Use data to identify stores with slow-flow fuel and recurring pump or equipment issues

Requirements

• 1+ years of experience delivering help desk support or working in a customer service role in a retail or C-Store environment

Technologies you’ll work with

• ServiceNow
• MS Office Suite
• Jira and Confluence
• Remote Support
• Windows CE/Mobile, Windows 7, Windows 8

Schedule and location

This is a full-time, 40-hour-per-week position with a schedule that includes nights and weekends. Training will be in person, and after training is complete, the role will shift to remote work. Schedule flexibility is required, including availability to work evenings and weekends.

Compensation

Pay Range: USD 18 - 22 per hour (DOE) plus bonus opportunities. The stated salary range is a general guideline, and Maverik considers factors such as scope and responsibilities, candidate experience, education, skills, and current market conditions.

Bonus points (preferred)

• Associate degree or equivalent from a two-year college or technical school in Information Technology, Computer Science, or related field
• Experience using productivity tools such as MS Office Suite, Jira, Confluence, and Remote Support
• Experience with Windows systems such as Windows CE/Mobile, Windows 7, Windows 8, and embedded environments

Your support helps keep Maverik stores running smoothly by enabling quick response and resolution of technical and equipment issues, supporting daily operations across the network.