IT Support Desk Technician

First Watch Restaurants, Inc.•Bradenton, FL

About The Position

The IT Support Desk Technician is part of an IT team and provides tier 1 IT support throughout the organization. The IT Support Desk Technician’s primary role is providing technical support for software, hardware, database and applications, to employees and our restaurants by performing problem diagnosis and triage and providing timely solutions to the end-users remotely. We are looking for a team player who clearly communicates technical solutions in a professional manner; setup and install hardware and software; Active directory user administration, provide desk side assistance to users; documenting all support activities; and performing related work as required. First Watch Restaurants operate a support process 7 days a week with peak days being the weekends.

Requirements

Associate’s degree in Information Technology or related field OR 4 years relevant work experience required
Previous experience with an incident ticketing system
Knowledge of MS Office products, Office 365, Azure AD, Windows AD, TCP/IP networks and network equipment
Ability to work evenings and on weekends

Responsibilities

Works daily in an incident management application/ticketing system to ensure IT tickets are managed and resolved in a manner meeting or exceeding an internal SLA
Provides prompt support to our user community in a professional and polite manner
Manage Solarwinds RMM N-Central Tool
Troubleshoot and resolve PC \ POS hardware, software and telecommunication issues in a timely and effective manner
Office 365 end user support
Third party applications install and support
POS/Aloha support and escalation
Vendor escalations and dispatch
MS Office suite installation and support
Ensure compliance with First Watch IT Policies and Procedures
Perform tasks associated with daily opening checklist procedures as directed by IT Leadership