Job description The Help Desk Technician provides first level technical phone and remote support for incidents and requests reported to the IT Help Desk. Responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components. Ensures customer satisfaction by providing remote support via telephone, email or in-person for hardware, software, connectivity, and product specific incidents or requests for a fast-paced restaurant workforce. Provides real time accurate ticket entry, triage and effective communications for incidents and requests. Follows ticket handling processes to resolve issues, fulfill requests and escalation. RESPONSIBILITIES: \xc2\xb7 Provide incident management for issue identification, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to POS computers, laptops, mobile devices and related peripherals, prior to escalation to team leads or other resolver groups. \xc2\xb7 Fulfill requests related to new set-ups, software installations, permissions, configurations, etc. \xc2\xb7 Respond to requests for technical assistance by phone and electronically. \xc2\xb7 Rotate duties for fielding tickets, responding to e-mails/voicemails, completes assigned tasks, and acting as outage coordinator. \xc2\xb7 Remotely diagnose and resolve technical hardware and software issues. \xc2\xb7 Research questions using available resources following standard help desk procedures. \xc2\xb7 Provide remote support for Menulink, NCR Aloha, and Sicom (POS). \xc2\xb7 Remotely diagnose and correct register data corruptions and POS problems. \xc2\xb7 Identify, diagnose, and resolve computer problems for restaurant users. \xc2\xb7 Remotely diagnose and resolve end-user network, e-mail, and web access problems. \xc2\xb7 Remotely provide training to restaurant users and field personnel on software applications. \xc2\xb7 Remotely troubleshoot issues pertaining to restaurant equipment (time clocks, headsets, drive-thru timers, and order confirmation boards). \xc2\xb7 Provide restaurant data handling support for restaurants including monitoring sales data, recovery, and correction. \xc2\xb7 Participates in projects as assigned. Required Education and/or Experience: \xc2\xb7 1-3 years of experience working as part of an IT Help Desk team or experience in a related field. \xc2\xb7 Good technical problem-solving skills with the ability to diagnose problems through telephone contact. \xc2\xb7 Competency in MS Office Suite, Teams & Windows 7, 8, & 10 operating systems. \xc2\xb7 Proficient understanding of network protocols. \xc2\xb7 Ability to provide a high level of customer service. \xc2\xb7 Highly analytical with the ability to evaluate situations and provide sound solutions. \xc2\xb7 Ability to develop relationships with end users and vendors. \xc2\xb7 Strong interpersonal, written and verbal communications skills. \xc2\xb7 Ability to exhibit a high degree of patience for inexperienced computer users. \xc2\xb7 Proven analytical and & problem-solving skills. \xc2\xb7 Excellent organizational & time management skills. \xc2\xb7 Strong attention to detail. Preferred Education and/or Experience: \xc2\xb7 Associate\xe2\x80\x99s Degree in Computer Science or Management Information Systems or a minimum two years of IT system support. \xc2\xb7 Experience working in a fast-paced retail environment. \xc2\xb7 Sicom POS systems a plus. Job Type: Full-time Pay: $20.00 - $24.00 per hour Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years
• 3 years

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekend availability

Experience:

• POS support: 1 year (Preferred)
• Restaurant or retail support: 1 year (Preferred)
• Help desk: 1 year (Preferred)
• Technical Support: 2 years (Required)

Work Location: In person

• Health insurance