JOB OVERVIEW:
The Support Analyst will identify trends, perform root cause analysis, and solve issues reported. The Support Analyst will work with management to implement preventative measures to ensure best in class support and service. The Support Analyst will work closely with the application and infrastructure teams to assure restaurant system issues are resolved and user concerns are addressed consistent with defined service level expectations. The Support Analyst will use tools, processes, service levels, communication, training, and knowledge to meet objectives.

ROLES AND RESPONSIBILITIES:

• Provide tier 2 hardware and software technical support
• Support restaurant technology such as POS, kitchen systems, printers, and tablets
• Identify, troubleshoot, and reproduce issues to determine root cause of problems
• Collaborate with third party vendors to resolve hardware and software incidents
• Assist and collaborate with appropriate teams to prevent recurrences of incidents
• Maintain active communication with all appropriate stakeholders to develop resolutions for problems and disseminate procedural changes
• Write knowledge articles and documentation for service desk and business users
• Train and coach the IT Service Desk on systems and procedures
• Consistently enhance skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.
• Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards

REQUIRED TECHNICAL SKILLS:

• Proven ability to accurately diagnose, troubleshoot, and resolve a wide range of hardware and software problems
• Proficiency troubleshooting Microsoft Windows client and server operating systems related technology such as DHCP, DNS, WDS, PXE, and storage controllers
• Knowledge of core infrastructure services and functions (Active Directory, TCP/IP, proxies, firewalls, switches, etc.)
• Accurately determine when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
• Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
• Enter, update, and close tickets in an enterprise class incident tracking system. Update and close open tickets when the problem is resolved
• Practice clear, correct verbal and written communication skills with our users and service organizations
• Strong collaboration with support, development, and management teams
• Maintain a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our restaurants. Practice excellent customer service skills
• Experience utilizing enterprise management systems to assist in remote diagnostics, problem resolutions, configurations, and software installations and upgrades.
• Ability to communicate and follow through on any job or task assigned in a timely and accurate manner. Keep management informed of important issues and follow proper escalation procedures
• Proven ability to work effectively and achieve results in a work environment with a high rate of change
• Self-starter with initiative to proactively identify and act upon opportunities without direction

REQUIRED EDUCATION:

• Associate’s Degree in Computer Science, Information Technology or a relevant field

OTHER KEY QUALIFICATIONS:

• Must be flexible to work second shift 1:00pm to 10:00pm and weekends
• Experience interpreting and writing SQL queries
• Experience with support of web-enabled applications
• Minimum of 1+ years supporting Windows Server operating systems
• Minimum of 3+ years supporting Windows client operating systems
• Minimum of 3+ years supporting networks

PREFERRED SKILLS AND EXPERIENCE:

• Bachelor’s Degree in Computer Science, Information Technology or a relevant field
• CompTIA A+
• ITIL Foundation
• Knowledge of restaurant or retail business
• Experience supporting Hyper-V or VMware
• Experience with PowerShell, windows batch, or visual basic scripting