Lead Technical Support Specialist

Tesoro Corporation, a Fortune 100 company, is a leading independent refiner and marketer of petroleum products with a strategically focused presence in the western United States. Tesoro, through our subsidiaries, owns and operates seven refineries with a combined capacity of over 895,000 barrels per day. Our retail-marketing system includes over 2,400 retail stations under the ARCO®, Shell®, Exxon®, Mobil®, USA Gasoline™, Rebel™ and Tesoro® brands.

Provides services via the phone, through e-mail, in person (walk-in customers), and self-service to top level management. Responsible for resolving support request as well as meeting customer satisfaction and continuous service delivery demands including installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.

* Provides application and technical support to top level management including: providing back office and front office hardware provisioning, installation, configuration, backup, and recovery of end-user data and files. * Provides back up to supports end-user at the PitStop assisting with walk-up’s and various support issues. * Diagnoses, troubleshoots, and resolves complex issues regarding user account setup and maintenance, security, system imaging, break/fix on PC and, video conference equipment, printer/copiers, phone systems, and general hardware/software performance issues. * May supports configuration/installation and general to more complex troubleshooting of PC hardware and software incidents and issues, including laptops, desktops, printers, and messaging devices – Smartphone, MIFI, and other mobile devices. * Manages individual workflow and maintains current ticket queue and quality assurance. Ensures all request from user are logged and escalation procedures are followed. * Provides information and communication for service testing, upgrades, and rollouts in support of corporate, divisional and systems initiatives. * Performs after hours and weekend support, systems installation, and maintenance. * Identifies and refers process improvement opportunities to leadership. * Provides guidance and mentoring for lower level representatives. Trains team members and assists management with general staffing issues and direction of daily workflow/tasks.

* Bachelor’s degree in computer science, information technology or technical institute preferred. * Minimum of 2 certifications preferred, i.e. MCSA, Network+, Security+, ITIL or A+ * Minimum of 8 years of diversified technology support and troubleshooting experience required. * Minimum of 5 years hands-on experience supporting Mac OSX, Windows OS WIN7/8, MS Office Suite, Active Directory, group policies, VB Scripting, and SCCM experience required. * Minimum of 8 years experience with Windows domain networking, local area networking, and remote access software, VPN, Citrix, Mobile devices and VM technology troubleshooting required. * Minimum of 3 years experience working in a Genius Bar setting required.