Job Details
Position Overview: The role of the Help Desk Technician Level 1 is to support the end user by troubleshooting and resolving technical problems. This includes receiving requests for assistance, asking questions to define the problem, documenting, and actively resolving tickets, and escalating incidents when necessary to maintain store operations. This position will be the first line of support handling calls and tickets in the queue. Individuals in this role must work closely with Tier II Helpdesk staff to ensure problems are resolved in a timely manner.
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 aligned with company goals.
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.