IT - Help Desk Technician

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DATE:June 2022

TITLE:Helpdesk Analyst, Tier I

LOCATION: Information Technology

FLSA STATUS: Non-exempt

REPORTS TO: Help Desk Supervisor

JOB SUMMARY AND SCOPE:

Perform a variety of technical problem analysis for systems and applications provided to technology users by the Information Technology (IT) department ensuring prompt and efficient resolution. Help Desk analysts are the primary point of contact for all users of technology seeking technical assistance.

PRIMARY DUTIES AND RESPONSIBILITIES:

Provide support and resolve technical issues to end users.

Log and track requests for assistance utilizing approved call-tracking software.

Maintain lines of communication with technology users and technical staff to communicate the status of problem resolution.

Triage and escalate level 2, 3, and emergency calls to appropriate technical staff or outside vendor, as necessary.

Participate in the preparation of procedure manuals and documentation for end-user and help desk reference.

Track user problem trends and make recommendations for pro-active solutions and improvements to the Help Desk Supervisor.

Assists in training new help desk personnel by providing backup coverage.

Prioritize workload based on the severity of issue and customer need.

Write clear and effective correspondence to technology users as necessary.

Performs a variety of complicated tasks and performs other duties as assigned.

Installation and repair of network cabling in restaurants

Installation/Replacement of computer equipment in restaurants

RECOMMENDED JOB QUALIFICATIONS:

Strong verbal and written communication skills, with the ability to communicate effectively with personnel at all levels in the organization employing a high degree of tact and diplomacy to promote a positive image of the department.

Customer service skills including telephone responsiveness, intermediate typing, and technical troubleshooting skills.

Possess self-initiative, positive attitude, and ability to work well within a team environment.

Possess prior experience, training, and the ability to apply problem solving skills to resolve technical issues.

Previous working knowledge in the establishing and accomplishing of departmental/professional goals.

Working knowledge of PC hardware and software.

Ability to work flexible shifts, including nights, holidays, and weekends

Ability to multi-task and prioritize all technical issues that arise.

Associate degree in an IT related field such as computer information systems.

Previous work experience in the restaurant industry preferred, but not required.

External Candidates: Previous experience in the field or in a related area plus a degree in an IT related field required. Professional certifications a plus, but not required.

Internal Candidates: 6 months of restaurant experience with a performance rating of meets expectations

MISCELLANEOUS:

Most possess and maintain a valid drivers license.

This position will require travel (sometimes overnight) for break/fix and new installations.

Most have reliable transportation.

Must successfully clear a background check (including MVR)

The above statements are intended to describe the general nature, type and level of work being performed by the Employee(s) functioning in this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified nor should they be construed as limiting the Companys right to modify the duties of the job.

Work Conditions:

This work is typically performed in a restaurant or office environment. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee is occasionally required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds. Specific visions abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Hazards:

The hazards are only those present in a normal restaurant or office setting or while traveling by car or plane.