POS Helpdesk Analyst

The role of the Help Desk Analyst is to ensure proper restaurant technology operation so that operators can execute our brand efficiently. This includes receiving, prioritizing, documenting, and actively resolving restaurant support requests. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give remote assistance and personal follow-up.

The person in this role is responsible for providing Gold Standard, first level technical support to all Restaurants and Restaurant Support Center team members in order to maintain day-to-day business continuity. This responsibility covers support for the business systems, including POS and Kitchen applications, multiple hardware and software platforms, data delivery, telecomm and network issues, among others. The person in this role will be responsible for taking ownership of technical issues as reported by Team Members and following through to ensure that the proper solution has been delivered. This person will also need to interface with other groups inside the IT organization for issue escalation and problem management.

Responsibilities :

• Able to quickly analyze a situation and provide / coordinate either a temporary or permanent countermeasure
• Utilize diagnostic utilities to aid in troubleshooting
• Identify and learn appropriate software and hardware used and supported by the organization
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Perform hands-on repairs, including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform hands-off repairs (via telephone and without dial-in tools), including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform user account administration in various systems
• Image and configure new user workstations and laptops
• Field incoming help requests from restaurants and field team members via help desk tracking tools, telephone and e-mail in a professional manner
• Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target.
• Create and update knowledge base articles
• Record, track, and document the problem-solving process for each request. Include all successful and unsuccessful decisions made. Document what actions were taken through to the final resolution
• Perform post-resolution follow-ups to requests for assistance
• Prioritize and escalate issues (when required) to the appropriate experienced team members, management and / or vendor
• Maintain communication with the escalation groups, regarding issues and their tracking / resolution
• Coordinate warranty repair with approved vendors / partners. Test repairs to ensure problem has been adequately resolved
• Update daily status reports and shift handover reports
• Establish and maintain a helpful positive rapport, efficient working relationship with all levels of management, restaurant teams, and fellow team members
• Must be willing to work holidays, weekends and evenings as required to cover the span of hours that our restaurants are operating.

Qualifications :

• Associate degree or equivalent business / industry training and experience required
• Minimum of 2 years' experience in a technical support role is preferred
• Working Knowledge of basic computer hardware, including desktop PCs, networking equipment, wireless access points, printers
• Knowledge of restaurant POS systems preferred
• Exceptional written and oral communication skills
• Exceptional interpersonal and customer service skills, with a focus on rapport-building, listening capabilities
• Strong documentation skills
• Ability to conduct research into a wide range of technology issues, as required
• Detail oriented with proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks with an appropriate sense of urgency, in a high-performance environment
• Experience with desktop and server operating systems including Windows 7 / Windows 10 OS
• Knowledge of network basics
• Experience working in a team-oriented, collaborative environment. Ability to present ideas in a team environment
• Highly motivated and self-directed
• Strong analytical skills are required in order to diagnose, troubleshoot, and resolve issues

Desired Skills :

• ITIL, MCP, A+, Network+ certification
• Computer Science degree
• Retail / Hospitality with multi-unit organization

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.