IT Helpdesk Support Service Specialist - Urgently Hiring!

Job Description :

The Help Desk Technician provides first-level technical support via phone and remote assistance for incidents and requests reported to the IT Help Desk. Responsibilities include initial assessment, triage, research, and resolution of first-level cases, often related to application software products and / or infrastructure components.

The technician ensures customer satisfaction by offering remote support through telephone, email, or in-person for hardware, software, connectivity, and product-specific issues in a fast-paced restaurant environment. The role involves accurate real-time ticket entry, triage, and effective communication regarding incidents and requests. It follows established processes for resolving issues, fulfilling requests, and handling escalations.

Responsibilities :

• Manage incidents by identifying, diagnosing, troubleshooting, tracking, escalating, and resolving hardware and software issues related to POS systems, computers, laptops, mobile devices, and peripherals before escalating to team leads or other resolver groups.
• Fulfill requests such as new setups, software installations, permissions, and configurations.
• Respond to technical assistance requests by phone and electronically.
• Rotate duties for ticket handling, responding to emails / voicemails, completing tasks, and acting as outage coordinator.
• Remotely diagnose and resolve technical hardware and software issues.
• Research questions using available resources while following standard help desk procedures.
• Provide remote support for NCR, Aloha, and Sicom (Xenial) Point Of Sales systems.
• Remotely diagnose and resolve register data corruption and POS issues.
• Identify, diagnose, and resolve computer problems for restaurant users.
• Remotely troubleshoot network, email, and web access issues for end-users.
• Provide remote training to restaurant users and field personnel on software applications.
• Troubleshoot restaurant equipment remotely (e.g., time clocks, headsets, drive-thru timers, order confirmation boards).
• Support restaurant data handling, including monitoring, recovering, and correcting sales data.
• Participate in projects as assigned.

Required Education and Experience :

Preferred Education and Experience :

Job Type : Full-time

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Experience :

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Work Location : Hybrid

IF Applicable Pay Transparency Range :