End User Support Analyst - Tech Bar

RESPONSIBILITIES

• Responsible for providing end-user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS.

• Relies on experience and judgment as well as pre-established procedures and instructions to identify, research, and resolve technical problems.

• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.

• Triage Level II and Level III trouble tickets.

• Interface with infrastructure, database, and development personnel.

• Ability to complete multiple simultaneous projects in a timely manner.

• Analyzing and identifying trends and devising preventative solutions.

• Performs other duties or special projects as assigned.

• Collaborate with development staff to recreate problems in the test environment.

• Verify with the customer that the issue has been resolved and update the ticketing system.

• Communicate plans, progress, and issues in a timely manner.

• Actively contribute to ongoing process improvement when working issues and requests through email, phone, tech bar, and bot interaction

• Mentoring other help desk personnel on hardware and software problem analysis and resolution.

• Recognizing, analyzing, and knowing when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts.

• Installing, configuring, and maintaining desktop, VM, and laptop PCs and peripherals such as printers.

• Installing and configuring applications and operating systems, software, and upgrades.

• Troubleshooting and repairing complex hardware and network connectivity issues.

• Removing old equipment and performing data migration to new machines.

• Provide support for external helpdesk(s), field service organization(s), and Restaurant Technology groups with application support and maintenance management.

• Wireless networking support for corporate and field-based users by including connectivity issues and VPN issues through wireless or hard-wired solutions.

• Printer support for network printers and field-based multi-function devices, including network connectivity, software installation, minor repair, and vendor management for major repairs.

• Logging all hardware and software on any desktop, laptop, server, and peripherals and ensuring that appropriate asset tracking software is regularly run against any asset maintained by the technician.

• Logging consumable inventory used by the customer base, including completion of change inventory forms for all requested consumables by any customer.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4-Year degree in IT or related field preferred; equivalent experience may be substituted in lieu of education.

• Minimum 2 years related experience in a Microsoft Server environment, prior Retail Technology experience in a QSR environment preferred. Prior Quick Service Restaurant experience, a plus.

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.

• Must be a self-motivated professional who is dedicated to assisting the customer in a tactful manner, even in the most stressful of circumstances.

• Proven skills in technology troubleshooting.

• Able to function effectively in a fast-paced team environment.

• Quick to learn new systems and products.

• Medium to high-level Microsoft Office 365 computer skills.

• Extensive Microsoft Outlook knowledge.

• Medium to high level of Windows 10 knowledge.

• Some knowledge of Windows 11.

• Medium to high level of Mac OS knowledge.

• iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a plus

• Stays current on technology trends and passionate about technology

• After-hours support on a rotational basis (weekly).

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