Service Desk Agent

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.

By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy.  We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.

Role Overview:

The Service Desk Agents are responsible for processing and initial triage of support issues for clients and projects. Service Desk Agents are responsible for supporting Service Desk function for desktop and browser support. Agents collect information and apply initial triage to inbound client requests. Additionally, you will provision and manage access to Active Directory, Oracle databases and internal systems. Service Desk Agents support client proprietary equipment including scripting software updates and patch management. This role is for an ambitious team player. Please note that shift requirements vary by quarter, but you must have flexibility to work any shift as we require 24x7 coverage.

• Process calls/emails/portal created tickets
• Perform initial triage on break/fix issues from clients
• Follow appropriate triage processes to escalate issues if necessary
• Document all actions in cases to effectively communicate information internally and to client
• End-user support for client facing tools
• Provide hardware/software support for corporate and retail users
• Configuration and troubleshooting of client proprietary products and services
• Provision and manage accounts in systems such as Active Directory and Oracle databases
• Submit appropriate bug, support and feature requests
• Attend relevant meetings and take notes as needed
• Provide excellent customer service

• Customer-first Mentality with attention to Detail
• Excellent Problem-Solving Skills
• Excellent Time Management and Communication Skills
• Ability to work with a variety of customers and vendors (some technical, some non-technical)
• Understanding of hardware and software troubleshooting
• Understanding of Microsoft Applications
• Understanding of browser troubleshooting
• High school diploma or GED

• Experience with Active Directory
• Experience with Windows Events
• Networking ports and protocols
• Understanding of the OSI model
• Understanding of UDP and TCP communication flow
• Ability to use common tools such as tracert, ping, nslookup, Wireshark, NetFlow, Nmap for troubleshooting
• Understand use of command line
• Basic Understand of Firewall/Security Appliance functionality
• Experience with RMM Tools
• Knowledge of VPN configurations and ability to troubleshoot failed VPN connections. Both SSL and IPSEC.
• Understanding of UTM functions such as IPS, App Control, DLP, etc.
• Critical thinking
• Experience with a Ticketing System
• Experience with Documentation
• Associates or Bachelor’s degree in Computer Information Systems, Computer Science or relevant major
• Network+, Security+, CCNA, Linux+, CCENT

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career.  This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.  Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.