Analyst, Restaurant Technical Support - Level 1 Night Shift

About the position

This role will be a night shift role, 4-day 10-hour shift from 9pm until 7:30am. Provide technical assistance to restaurant and corporate customers, vendors, service providers with the following: critical system failure, hardware or software issues, general questions, clarification on operational procedures, or require one-on-one training for specific functions with their personal computer. This assistance includes support for in-house developed and third applications. Schedule and follow-up of service with vendors; provide hardware, network, and peripheral device installation and troubleshooting.

Responsibilities

• Provide technical support for (but not limited to) the following areas: computer incidents, desktop (hardware/software), and third-party software/hardware applications.
• Trouble-shoot, diagnose and resolve complex PC and network problems.
• End user moves, additions and changes.
• Provide hardware/software troubleshooting training to other staff members.
• Keep incident tracking system accurate and up-to-date.
• Assist in developing and improving the team.
• Create and maintain process and procedure documentation.
• Participate in projects and provide assistance to Supervisor as needed.
• Vital customer service link for IT to stores, vendors, service providers, and franchisees.
• Provide support for third-party applications such as MSOffice products, Adobe, Flash.
• Resolve time critical issues impacting business operations.
• Follow escalation matrices.
• Properly document call details in call logging database.
• Assist service providers with configuration information, parts ordering, troubleshooting.

Requirements

• 2-4 years working with PC applications.
• 2-4 years IT helpdesk experience.
• Database knowledge (Access, SQL, Btrieve).
• A+ Certification preferred.
• ITIL and Microsoft certifications are a plus.
• Excellent customer service and oral communications skills.
• Team Oriented.
• Analytical and problem solving skills.
• Proficient in Windows desktop operating systems.
• Knowledge of Windows-server infrastructure and Active Directory environments.
• Working knowledge of Citrix desktop environments a plus.
• Ability to answer telephone and respond accurately and courteously to inquiries.
• Ability to work independently and prioritize work based upon business needs.
• Extensive hardware component knowledge.
• Ability to be flexible with schedule, including a variety of days, nights and weekends.
• Ability to adapt to change within environment relating to processes/procedures to meet business need.

Nice-to-haves

• ITIL and Microsoft certifications are a plus.

Benefits

• Medical/dental/vision insurance
• Life insurance
• Paid vacation/holidays
• 401(k) with company match
• Generous dining discounts
• Annual bonus potential
• Onsite gym
• Onsite Yoga and boot camp programs
• Work/Life/Fun balance in a casual and collaborative work environment