IT Support Services Analyst

Company Overview

Headquartered in Houston, Texas, Texas Petroleum Group, LLC (TPG) is a retail fuel company managing over 200 retail gas stations in Texas with a variety of commercial constructs. Operating under the Tradename “Timewise,” the team has a strong legacy of operating excellence in the Texas market and takes pride in their employee, customer, and bottom-line focus. Recently acquired by Shell Mobility and Convenience LLC (SMC), TPG is entering a phase of significant transformation and growth.

Job Summary

The ITSA will report into the ITSSM and be responsible for supporting the efficient delivery of IT support services. The role involves building knowledge and training content to support site staff technicians in the field, as well as handling Level 1 incidents raised by corporate staff. The IT Support Analyst will be responsible for ensuring smooth operations of corporate systems, including enterprise back-office, accounting, Microsoft Office, and other corporate systems.

Responsibilities :

• Build and maintain knowledge and training content to support site staff technicians in the field.
• Provide Level 1 technical support to corporate staff, including issue resolution and escalation as needed.
• Monitor and respond to tickets and incidents in a timely manner, ensuring SLAs are met.
• Collaborate with other IT teams to resolve technical issues and improve processes.
• Assist in the testing and implementation of software updates and patches.
• Document support processes and procedures.

Experience requirements :

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