IT Help Desk Analyst

Fourteen Foods•Brentwood, TN

2d•Onsite

About The Position

The IT Helpdesk Analyst I provides support to the business in a dual role. Approximately 90% of the time is dedicated to providing on-demand IT technical assistance for multiple systems and hardware, with a strong focus on customer orientation to ensure customer success. The remaining 10% involves supporting the business by taking calls on behalf of the Restaurant Advocacy team, assisting employees who encounter issues at the store level, and escalating or resolving these issues quickly. This position requires 100% in-office presence and includes on-call duties on a rotating, regular basis. Communication and teamwork are central to this role, as the incumbent will interact with individuals who may have critical issues requiring immediate resolution. The role involves answering and coordinating email and phone calls within a ticketing system, active listening, and responding effectively to people's needs. Key to success are politeness, empathy, and a focus on gathering information to resolve problems. The IT Helpdesk Analyst I acts as a voice of reason and trust, guiding internal customers through troubleshooting to resolve technical challenges, providing superior customer service even when timelines are challenging, and escalating issues to Subject Matter Experts (SMEs) to ensure business continuity.

Requirements

Proven experience as a help desk technician or other customer support role.
A minimum of 3 years working in a help desk environment.
Tech savvy with working knowledge of office automation production, databases, and remote control.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
AA/AS in IT or Computer Science or relevant field experience.
Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.

Nice To Haves

CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.

Responsibilities

Provides Level 1 basic IT assistance in resolving IT issues and documents the issue in the service desk ticket.
Effectively identifies service desk issues and resolves or escalates problems appropriately.
Ensures high level of end user satisfaction via superior customer service and verification of issue resolution.
Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
Supports the Service desk tools, processes, and vendor relationships as appropriate.
Prioritizes work efforts and communicates with business units and end-users.
Understands and can troubleshoot hardware and software issues real time to resolve issues related to end user IT equipment and resources.
Configures, repairs, & maintains hardware for stores or office users and ships the equipment as necessary.
Provides shipping and tracking assistance for all IT equipment.
Utilizes basic hand tools to fix hardware or equipment.
Helps the team keep workstations and office area clean and organized.
Assists with various projects, including with outside departmental members.
Participates in the on-call, afterhours schedule to aid stores and office users outside normal business hours.
Participates in inventory tracking, counting, and organization.
Remotely assists IT Field Services Technicians completing on-site troubleshooting.
Evaluate what are critical issues needed to keep store running.
Answer main phone line for Restaurant Advocate to create critical/urgent tickets.
Provide timelines for resolution, communicating to all parties involved throughout lifecycle.
Coordinated outside Vendor services performed, follow up.
Coordinate areas of expertise with appropriate Subject Matter Experts to resolve issues.