IT Service Desk Support - Restaurant Industry

Large restaurant franchisee with a small but robust IT team seeks experienced Service Desk Technician L2/3. (Full-time, some evenings and weekends required). Must be a self-starter and quick learner, with the ability to juggle multiple tasks and maintain focus and prioritize. Requirements also include being an excellent and flexible communicator, along with possessing the aptitude to handle difficult or frustrating situations diplomatically and courteously.

Position Description:

The IT Service Desk Support employee, under the supervision of the Service Desk Manager, is responsible for providing support to end users on a variety of issues, as well as implementing assigned IT projects and tasks. This employee identifies, researches, and resolves technical problems and responds to telephone calls, email, support tickets, and personal requests for technical support. They document, track, and monitor the problem to ensure a timely resolution, working as part of a team to provide support to all end users across multiple restaurant locations and brands. Main office located in Louisville, KY but will allow telecommuting for experienced candidates.

RESPONSIBILITIES

Monitors all IT systems including email, ticketing system, monitoring server, and any other IT systems used to access & monitor restaurants.

Through training & self-learning, possesses proficient knowledge of all computer systems present in the restaurant including both hardware & software related to POS, networking, and back office computer.

Utilizes IT ticketing system for the logging of all issues and follows all issues thru to a timely completion.

Communicates regularly with supervisors and other technicians regarding ongoing projects and restaurant issues.

Utilizes knowledge base and internal resources to provide support on computer operations, back office/POS software, computer related hardware and peripherals, and networking/telecom issues.

Conducts external research on issues when not covered in internal knowledge base, including but not limited to vendor documentation, vendor support, google, and technical forums.

Prioritizes all issues and projects to solve them in the order necessary for continued restaurant operations.

Works in conjunction with other team members to consult on tickets with the correct IT personnel for advanced support and follows through to ensure resolution of issues. Continues to own responsibility the entire time to ensure that it is completed timely and uses any escalation of tickets as a learning opportunity

Documents all actions taken and is able to reproduce actions taken as similar situations arise.

Multi-tasks, efficiently working on multiple tickets, issues, and projects at the same time.

Completes all projects as assigned, in time frame assigned, and completes necessary documentation/tracking.

Assists in maintaining internal written procedures for specific problem resolution. As part of using knowledge base & self-help tool, identifies areas where the documentation should be improved to ensure future issues are resolved more quickly.

Communicates with restaurant / end user both verbally & written to follow-up, gather additional troubleshooting details, and to solve issues.

QUALIFICATIONS

3+ years’ experience required as either a help desk analyst or technical support position supporting multiple locations.

Strong computer knowledge of networking, hardware, windows, software required.

Preferred - Strong working knowledge of hardware and software used in restaurant POS environment including POS application, credit cards, network, kitchen video; and experience troubleshooting issues affecting operations.

Highly Preferred - Prior experience with Aloha POS; including Aloha / Radiant / NCR's Configuration Center installation, configuration, troubleshooting; Command Center; EDC configuration and troubleshooting.

IT experience in a support, project, or implementation role

Has the ability to trouble shoot problems quickly and is able to determine if something is a hardware or software problem, if it is something that can be fixed remotely, and decide the proper course of action.

Possesses knowledge and troubleshooting skills around windows software and general computer software (Microsoft office, adobe, etc).

Maintains productivity by using any down time to work on lower priority tickets, assigned projects, and general computer maintenance.

Ensures that all communication and documentation is done in a clear, concise, and professional manner including proper grammar, spelling, and in a manner that makes it easy for others to understand status & resolution.

Possesses knowledge and troubleshooting skills to actively & independently participate in on-call rotation for off hours restaurant support.

Self-motivated and able to work independently.

The ability to act as part of a team using proven communication, time management, organizational, problem solving, and multi-tasking skills.

Ability to exercise sound judgment in decisions and interpretations. Analyze situations quickly and objectively to determine the proper course of action

Salaried position - ability to work flexible schedule of 50(+/-) hours per week, including a regular rotation of weekend/evening hours and participating in on-call rotation to cover restaurant support 24/7.

BENEFITS

Advancement Opportunities

Highly Competitive Wages

Fun, Energetic Work Environment

Vacation

Medical, Dental and Vision Plans

Tenure Recognition

Tuition Reimbursement

Direct Deposit

401K Matching Program

To apply for this position, please email your resume to us at ITJOB@BFCOMPANIES.COM