• Associate Technology Operations Coordinator

    Wawa, Inc. (IA)


    Job Description

    **Job Title:** Associate Technology Operations Coordinator

    **Location:** Corporate

    **Department:** Information Technology

    Position Summary:

    We are seeking a highly skilled Level 2 Technician to join our high-volume Associate Technology Operations team. This role is responsible for supporting all associate-facing devices and technologies—including laptops, operating systems, mobile devices, enterprise applications, and conference room technologies in both our corporate environment and store locations. The ideal candidate is both technically adept and relentlessly proactive – identifying and resolving issues before they impact productivity.

     

    This role requires deep technical troubleshooting expertise, advanced tool usage (e.g., Datadog, 1E), and a mindset focused on shifting support left—leveraging automation, self-service, and process improvement to reduce incident volume and improve associate experience.

    Key Responsibilities:

    + **Device & OS Support:** Provide advanced troubleshooting, configuration, and support for Windows and macOS laptops, tablets, smartphones, and peripherals.

    + **Application Support:** Diagnose and resolve issues with corporate applications, authentication tools, and productivity platforms (e.g., Microsoft 365, collaboration tools).

    + **Conference Room Technology** : Maintain and troubleshoot meeting room equipment (video conferencing, A/V systems, wireless presentation tools) to ensure flawless meeting experiences.

    + **Proactive Issue Management:** Leverage monitoring tools like Datadog to detect, investigate, and resolve issues before they affect end users.

    + **Automation & Efficiency:** Identify opportunities to eliminate repetitive work through 1E, scripting, and automation; collaborate with engineering teams to deploy these solutions.

    + **Shift Left:** Partner with L1 support and knowledge management teams to develop documentation, self-help resources, and workflows that empower associates and reduce escalations.

    + **Incident & Problem Management:** Own escalated incidents through resolution, perform root cause analysis, and contribute to problem management activities.

    + **Collaboration:** Work closely with peers, infrastructure, and application teams to coordinate cross-functional resolutions and technology improvements.

    + **Continuous Improvement:** Regularly review support metrics and feedback to refine processes, tools, and support models.

    Qualifications:

    Required:

    + 3+ years of hands-on IT support experience in a fast-paced environment

    + Strong expertise with Windows 10/11, macOS, iOS, and Android

    + Demonstrated skill with enterprise monitoring and endpoint management tools (e.g., Datadog, 1E, Intune, SCCM, JAMF)

    + Experience supporting Microsoft 365, Teams, SharePoint, and common collaboration platforms

    + Ability to diagnose complex hardware, software, and network issues

    + Strong documentation and knowledge sharing skills

    + Excellent interpersonal skills with a customer-first mindset

    Preferred:

    + Experience with automation tools, scripting (PowerShell, Bash, Python), or workflow orchestration

    + Familiarity with ITIL concepts, especially Incident, Problem, and Knowledge Management

    + Experience supporting enterprise conference room A/V and telepresence systems

    + Exposure to ServiceNow or similar ITSM platforms

    Success in This Role Looks Like:

    + Issues are often identified and resolved before associates are aware of them

    + Repetitive incidents are reduced through automation and process improvements

    + L1 support capabilities grow through effective documentation and training

    + Associates consistently report a seamless, reliable technology experience

     

    Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected] or 1-800-444-9292.

     

    Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.