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HELP DESK TECH TIER 2

HELP DESK TECH TIER 2

HootersAtlanta, GA, United States
10 hours ago
Job type
  • Full-time
Job description

Key Metrics

  • All Level 1 accountabilities
  • Customer Service
  • Process adherence
  • Mean time to resolution
  • Productivity

Primary Accountabilities

  • Serve as an escalation point for issues that can’t be resolved by Tier 1.
  • Investigate system problems and provide solutions.
  • Executive support to VIP staff.
  • Facilitate engagement of correct resources to address issues impacting multiple users.
  • Perform miscellaneous daily or weekly tasks as appointed by the management team.
  • Receive and maintain proper training.
  • Create documentation and maintain a knowledge base.
  • Assist with training Tier I analysts.
  • Participate in projects, tasks, and responsibilities including emergencies and routine after-hours on-call rotation.
  • Provide support in person and remotely, including software, hardware, printers, peripherals, CCTV / DVR, and wired / wireless network troubleshooting, All point-of-sale equipment.
  • Configure and troubleshoot applications and equipment such as O365, Active Directory, DNS, Management Workstation (MWS), Registers, Printers, Cash Drawers, Site Controllers, Credit Card Terminals, and Remote Desktop Services.
  • Maintain security technologies.
  • Identify, analyze, and provide preventative solutions for problematic trends.
  • Provide creative solutions for difficult, complex, ongoing problems.
  • Acts as liaison between management and other help desk techs regarding the overall performance of the help desk.
  • Oversee the daily performance of computer systems in the corporate office and restaurants.
  • Install or remove software, hardware, and peripheral equipment
  • Maintain records of daily data communications transactions, problems and remedial actions taken, or installations activities.
  • Test, install, and perform repairs to software, hardware, or peripheral equipment following design and installation specifications.
  • Approve shipment of replacement hardware and / or peripheral equipment to the restaurants.
  • Team with Vendors as needed

    • Core Competencies

  • Team Player - Develops a positive, respectful, productive, and professional work environment through positive connections with others and treats all associates and vendors with respect and dignity
  • Talent Coach - Continuously develops the competencies of both self and others; identifies needs for top talent while managing root cause for underperforming employees
  • Customer Focus - Delivers legendary service that meets and exceeds all customers' expectations and leverages the voice of the customer to consistently improve
  • Results Driven - Consistently meets and exceeds goals, exhibits professional courage and innovation to drive the business forward
  • Business Acumen - Creates and communicates a persuasive vision, and competitive winning strategies, and ensures store and individual goals are aligned with company goals

    • Skills and Knowledge

  • Strong organization and planning skills
  • Strong analytical and problem-solving skills
  • Proficiency in Microsoft Office Suite including Excel, Word, and PowerPoint
  • Ability to communicate clearly and concisely, both orally and in writing
  • Ability to work with various computer programs and systems
  • Ability to build relationships at all levels
  • Ability to handle confidential and sensitive information
  • Ability to deal with ambiguity and manage to change priorities
  • Ability to calculate figures, and amounts, and apply concepts from basic algebra

    • Qualifications

  • Associate Degree in Computer science, Information Systems, Engineering, or related discipline.
  • 6 years in end-user support with increasing responsibilities and scope.
  • 3 years experience in firewall management (Sonic Wall and / or Fortinet preferred
  • 6 years of experience using and troubleshooting end-user systems, hardware & software. (Windows 10, Microsoft Office 365, Printers, laptops / desktops, Point of Sales Systems, Security)
  • Experience working with Windows servers, including Active Directory.
  • Par / NCR POS support a strong plush.
  • Restaurant or retail experience preferred

    • Equal Opportunity Employer

    This employer is required to notify all applicants of their rights pursuant to federal employment laws.

    For further information, please review the Know Your Rights notice from the Department of Labor.

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    Help Desk Tech • Atlanta, GA, United States

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