Welcome to Love's! Our Corporate Support team is seeking an experienced Support Technician II who provides frontline technical support for Love's corporate employees, conference and meeting space audiovisual systems, endpoint devices, and related technology services. This role diagnoses and resolves moderately complex hardware, software, and connectivity issues; provisions and maintains end-user technology; manages support cases; and documents solutions. The position operates independently within established procedures, collaborates with team members and business partners, and delivers professional, customer-focused support. The role utilizes approved AI-enabled support and productivity tools to enhance troubleshooting efficiency, documentation quality, issue resolution, and service consistency while adhering to company security, privacy, and governance standards.

Job Functions:

• Provide frontline technical support for corporate employees, conference and meeting spaces, endpoint devices, and related technology services.
• Install, configure, maintain, and troubleshoot audiovisual and multimedia equipment in conference rooms and meeting spaces.
• Analyze and resolve moderately complex hardware, software, mobile-device, peripheral, printing, remote-access, and connectivity issues using established support methods.
• Recommend and implement corrective solutions based on user needs, technical requirements, and approved standards.
• Receive, prioritize, document, and respond to support requests submitted by phone, email, ticket, or in person.
• Manage assigned support cases through resolution using company ticketing systems and incident-management guidelines; communicate status and next steps to customers.
• Provision, image, install, replace, and remove end-user computers, mobile devices, peripherals, and approved software across the corporate computing environment.
• Coordinate technology requirements for employee moves and workspace changes in partnership with the Supervisor of Corporate Support and other support teams.
• Document equipment failures, repairs, installations, removals, resolutions, and other support activities accurately and consistently.
• Maintain IT processes, procedures, training materials, and knowledge-base content; use approved AI-enabled tools, when appropriate, to improve documentation quality, consistency, and accessibility.
• Use approved AI-assisted support and productivity tools to accelerate troubleshooting, summarize support information, automate routine administrative tasks, improve knowledge retrieval, and enhance service delivery while complying with security, privacy, and technology standards.
• Educate users on the effective use of supported systems, devices, services, and self-service resources.
• Support team operations by sharing knowledge, collaborating on complex issues, and assisting with technology support activities across Love’s Country Stores and Travel Stops.
• Participate in the Corporate Support on-call rotation and perform after-hours support as business needs require.
• Travel domestically on an occasional basis as business needs require.
• Perform other job-related duties as assigned.

Experience and Qualifications:

• Bachelor’s or associate degree with three years of related desktop or help desk experience; or high school diploma or equivalent with five years of related desktop or help desk experience.
• IT certifications such as A+, MCP, MCDST, or CCNA preferred.
• Experience supporting end-user technology in a corporate computing environment.
• Experience with IT service management or ticketing systems, such as ServiceNow or Jira, preferred.
• Experience in a 24x7x365 corporate IT operations environment preferred.
• Experience using approved AI-assisted support, knowledge-management, and productivity tools to improve troubleshooting, documentation, operational efficiency, and service delivery.

Skills

• Hard Skills
  • Proficiency troubleshooting Microsoft Windows and Apple macOS computers, iOS and Android mobile devices, peripherals, local and network printers, and audiovisual systems.
  • Proficiency supporting Microsoft Office applications and corporate end-user computing services.
  • Working knowledge of remote-access support tools, such as BOMGAR.
  • Basic knowledge of LAN/WAN networking, routers, and switches.
  • Ability to image, provision, install, maintain, and replace end-user hardware and approved software.
  • Ability to interpret technical documentation, isolate root causes, and resolve issues using established methods.
  • Ability to document incidents, resolutions, procedures, equipment activity, and knowledge-base content accurately.
  • Ability to manage support cases using ticketing systems and incident-management practices.

• Soft Skills
  • Strong customer-service orientation with a professional and approachable communication style.
  • Ability to communicate technical information clearly to audiences at all levels of the organization.
  • Sound judgment and problem-solving skills when responding to moderately complex or time-sensitive issues.
  • Ability to prioritize competing demands, manage assigned work, and follow tasks through completion.
  • Ability to work independently within established procedures and collaborate effectively in a team environment.
  • Ability to educate users and explain the effective use of systems and services.
  • Discretion when handling sensitive information.
  •  Attention to detail, reliability, and accountability.
  • Continuous-improvement mindset with the ability to identify appropriate opportunities to reduce repetitive work and improve the end-user support experience through approved technology and AI-enabled tools.
  • Relevant technical certifications are preferred but not required.

Work Environment

• Prolonged sitting, some bending and stooping
• Eye strain (screen use)
• Manual dexterity sufficient to operate a computer keyboard and calculator
• Occasional lifting of up to 25 pounds
• Requires normal range of hearing and vision
• Additional hours may be necessary.

Note: The items identified above are representative of those commonly associated with this position but are not exhaustive. Employees may encounter additional or unforeseen hazards in the course of their duties.

This job description should not be construed to imply that these requirements are the exclusive standards of the position. All employees may be required to follow any other instructions, cross train in other positions, and perform other duties as required by workloads.

Our Culture: 

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.