Facilities Help Desk Specialist

About the role

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

Job Summary:

The Facilities Maintenance Specialist provides support to Corporate and Franchise Stores, In House Maintenance Techs, and Vendors through multiple channels, including telephone, email, and ServiceNow tickets. Key responsibilities include answering calls, creating work orders, processing rejected work orders, and proactive monitoring and  L1 troubleshooting for devices both on and off the network. The position requires good communication skills (verbal and written), plus the ability to de-escalate upset callers. The department provides 24-7/365 support for the stores.

Key Duties and Responsibilities:

• Utilize ServiceNow to create, track, and research incidents and work orders.

• Provide level 1 troubleshooting for equipment both on and off the network, assisting store personnel resolve issues to avoid dispatching a work order.

• Proactively monitor networked equipment, including but not limited to food, beverage, fuel, and HVAC equipment.

• Follow all environmental and safety regulations in regard to fuel use at store, including monitoring Automatic Tank Gauges, addressing fuel spills, and other duties.

• Answer incoming phone calls from stores, technicians, and vendors, and meeting department metrics.

• Process rejected Work Orders in a timely fashion.

• Research charge disputes.

• Respond to email requests from outside departments, stores, and vendors.

• Create bulk work orders by request.

• Research and correct Work Orders that fail due to incorrect categorization, location, etc.

• Submit suggestions to improve team knowledge base.

• Take professional development classes as directed by leadership

• Provide onsite support to stores in the neighboring area once per quarter.

• Additional projects as requested by Supervisor.

• Work overtime as needed.

• Possibility of working evenings, nights, weekends, and holidays via a set schedule.

Education and Experience:

• Education: High School Diploma/GED

Specific Knowledge and Skills:

• Customer obsessed mentality, working an issue to resolution or ensuring the issue is assigned to the correct resolution team.

• Ability to conduct company business in a professional and ethical manner

• Communicate troubleshooting procedures to a non-technical audience.

• Understand basic computer functions.

• Experience with Word, Excel, and other Microsoft Office applications.

• Willingness to work through communication barriers.

• Knowledge of ServiceNow a plus.

• Bilingual a plus.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs, as necessary.

Pay: $16.00 -$27.50 Hourly

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative For Hiring.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.

For a general description of all benefits 7-Eleven is offering in Canada for the position, please visit this link.