HELP DESK TECH TIER 1

Key Metric

• Store Support
• Network support
• Software and Hardware troubleshooting
• Hardware imaging and staging
• Customer Service
• Productivity
• Time Resolution

Primary Accountabilities
• Provide first-level support in-person and remotely, including software, hardware, printers, peripherals, CCTV/DVR, wired/wireless network troubleshooting, and All Point of Sales equipment.
• Configure and troubleshoot applications and equipment such as O365, Active Directory, DNS, Management Workstations (MWS), Registers, Printers, Cash Drawers, Site Controllers, Credit Card Terminals, Security Software, and Remote Desktop Services.
• Log all calls into the ticketing system.
• Monitor ticket queue and work tickets based on priorities.
• Monitor logs, dashboards, and reports to identify potential issues.
• Communicate with customers regularly regarding the progress of their incident or service request within established SLA guidelines.
• Test and perform repairs to software, hardware, or peripheral equipment following design and installation specifications.
• Request replacement hardware and peripheral equipment in existing restaurants, new restaurants, remodeled restaurants, or system upgrades
• Oversee the daily performance of computer systems in the corporate office and restaurants.
• Assist Level 2 Technicians with troubleshooting more complex software, hardware, and networking issues.
• Receive and maintain proper training.
• Assist with other responsibilities as directed by leadership

Competencies

1. Team Player – Develops a positive, respectful, productive, and professional work environment through positive connections with others and treats all associates and vendors with respect and dignity.
2. Talent Coach – Continuously develops the competencies of both self and others.
3. Customer Focus – Delivers legendary service that meets and exceeds all customer expectations and leverages the voice of the customer to consistently improve.
4. Result Driven – Consistently meets and exceeds goals and exhibits professional courage and innovations to drive the business forward. Anticipates and proactively addresses needs.
5. Business Acumen – Creates and communicates a persuasive vision, competitive winning strategies, and ensures store and individual goals are

Skills and Knowledge

• Strong organization and planning skills.
• Strong analytical and problem-solving skills
• Proficient in troubleshooting Microsoft Windows 7, 8, and 10
• Ability to communicate clearly and concisely, both orally and in writing
• Experience with restaurant systems preferred, but not required.
• Experience with modern day ITSM ticketing systems.
• Experience troubleshooting network issues.
• Proficiency in Microsoft Office Suite including Excel, Word, and PowerPoint
• Experience with Microsoft Active Directory
• Experience with end user security software
• Experience with call center phone system a plus
• Ability to work with various computer programs and systems.
• Ability to build relationships at all levels.
• Ability to handle confidential and sensitive information.
• Ability to deal with ambiguity and manage changing priorities.

Qualifications

• Associate degree or equivalent work experience.
• Previous restaurant and/or retail support experience preferred.
• 2 years in end-user support with increasing responsibilities and scope.
• Par/NCR POS support is a strong plus.
• 2 years’ experience troubleshooting end-user systems, hardware & software (Windows 10, Microsoft Office 365, Printers, laptops/desktop, Point of Sales systems, mobile technologies).
• 2 years of experience working with Windows servers, including Active Directory.