Technology Support Specialist

Position Summary :

The Technology Support Specialist is responsible for providing support to restaurant operations as well as the Restaurant Support Center.

This position supports a variety of hardware and software including the point of sale (POS), labor scheduling application, mobile ordering, kitchen production system, Wi-Fi, network, telephone systems, conference room audio-visual components and other technologies used by our restaurants and the Restaurant Support Center.

Additionally, the Technology Support Specialist will participate in the procurement of desktop hardware, software, and other select devices as well as deploying workstations.

Education, Skills and Experience :

• Associate degree in Computer Science, Information Systems Management, or related field (or equivalent combination of education, training, and experience).
• 0-1 years technical support experience for end user and computing with hands on experience supporting desktop PCs and laptops in a Windows 10 / 11 environment and network devices.
• Advanced knowledge of Microsoft Office Products.
• Experience with Microsoft technologies including Active Directory, Teams, Intune, Outlook, Office 365, SCCM and scripting is a plus.
• Experience with Apple products such as Mac, Apple iOS, iPad, iPhone, etc. is a plus.
• Experience with WebEx, Zoom, Teams rooms systems and other video conferencing technologies.
• Experience with client-side troubleshooting of network services (i.e. DNS, DHCP, and certificate-based authentication) is a plus.
• Prior work in technical support role. Preferable experience in troubleshooting hardware and software issues.
• Previous experience handling escalated issues.
• Ability to multitask.
• Excellent communication skills (verbal and written)
• Ability to interact with multiple levels of personnel and management.
• Ability to take direction.
• Genuine desire and spirit to assist others.
• Must have the aptitude to troubleshoot balancing issues, day close issues, inventory issues, etc.
• Must be able to work quickly under extreme time constraints.
• Must possess proactive skills with respect to customer communications.

Essential Duties : Support Activities :

Support Activities :

• Follow standard operating procedures; accurately log all Help Desk contacts using the incident management tracking software.
• Manage Help Desk system ticket queue and / or receive phone calls directly from the user community to coordinate support activities and update incidents, service requests, and tasks accordingly.
• Investigate, triage, and resolve issues with IT systems for remote and in-person end-user devices and associated software, network, and telephony systems.
• Escalate problem tickets to the appropriate support level for incidents that are not resolved, following all support processes and procedures.
• Maintain working relationships with all levels of employees, including senior management.
• Maintain direct relationships with various 3rd party partners for support.
• Author and submit new knowledgebase articles where appropriate.
• Ability to work responsibly with or without direct supervision.
• Participate in occasional on-call off hours support.
• Recommend process and procedure enhancements where appropriate.
• Actively build cross-functional and cross-competence collaboration within and outside the area of responsibility.
• Ability to train end users and other team members.
• Assist in development and implementation of policies and procedures for desktop operating environment.
• Assist in special projects and perform additional assignments as directed by IT Leadership.
• Develop and maintain their knowledge by attending regular meetings and training activities.

Technical Activities :

• General administration of Microsoft Active Directory and Office365 systems
• Imaging, configuration and deployment of Windows and Mac workstations
• Install and configure software for PC’s, laptops and network equipment as needed and directed.
30+ days ago