IT Retail Technician - Level II

Job Summary

Provide second-level IT support for Good 2 Go retail technology and networking. This role ensures that store systems, internet, computers, point of sale (POS), network equipment and related cabling—are all functioning reliably to support daily operations for team members and customers.

As an IT Technician Level 2, you will…

Store Technology & Networking Support

• Assist with new store technology setup, including back-office computers, routers, switches (Meraki), and other IT equipment.
• Support configuration and installation of Verifone Commander systems.
• Help ensure each store has stable and redundant internet connection.
• Monitor store systems and escalate recurring or critical issues to Level 3 support.
• Maintain back-office technology and help ensure proper equipment organization.

POS System & Payment Support

• Troubleshoot POS terminals and payment devices to ensure consistent up time.
• Support configuration of payment types (debit, credit, EBT, tap & pay) in coordination with senior IT staff.
• Work with operations teams to make sure POS interfaces are easy to use.
• Assist in implementing and maintaining loyalty program technology.
• Escalate unresolved or complex POS issues to Level 3 support.

Fuel Technology Support

• Provide Level 2 support for fuel dispenser connectivity to Verifone Commander.
• Assist with troubleshooting fuel price connectivity issues in coordination with Level 3 support and the fuel team.
• Monitor Veeder Root system inputs and escalate issues to Level 3 support or vendor support.

Other Responsibilities

• Submit service tickets for all support incidents.
• Support company network equipment, security cameras, and other IT systems as directed.
• Follow and help maintain standard operating procedures for store technology and networking.
• Provide hands-on support for new initiatives or technology rollouts.

Supervision of Others

• This role does not directly supervise others but may assist vendors or contractors on-site.

Work Environment

• Work will occur in an office setting and at retail store locations.

Physical Demands

• Able to sit for extended periods of time.
• Able to stand for moderate periods of time.
• Able to move freely around work locations (internal and external).
• Able to lift up to 25 lbs.
• Able to move about office/store setting to complete responsibilities.
• Frequent use of phones, computers, store, and office equipment.

Travel

• Approximately 10% (primarily to store locations).

Knowledge, Skills, and Abilities

Required

• 2+ years of IT support experience (Tier 1 or Tier 2).
• Strong troubleshooting skills for Windows computers, networks, and POS systems.
• Solid understanding of networking concepts (routers, switches, firewalls, VPN).
• Experience supporting end users in person and remotely.
• Ability to document processes and follow established procedures.
• Excellent communication and customer service skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Commitment to company values and ethical standards.

Preferred

• 3–5 years of IT support experience, with exposure to Tier 3 systems.
• Experience with Verifone Commander, PDI, or convenience store technology.
• Familiarity with MS Azure Active Directory, Microsoft Teams, and enterprise software support.
• Previous retail IT support experience.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.