Position SummaryThe Technical Support Analyst is responsible for frontline office support of users for corporate office users. The scope of the position includes PC support, on-boarding/off-boarding, e-mail administration, hardware setup, software training, conference room support and limited AD administration.The Technical Support Analyst contributes to Del Taco’s success by ensuring productivity through the delivery of technical support services; updating service request information; prioritizing work based on ticket severity; communicating with clients; and troubleshooting problems.Essential Job FunctionsResponsibilities and essential job functions include but are not limited to the following:• Become familiar with all Del Taco corporate policies and procedures.• Responsible for documenting problem troubleshooting and any new policies and procedures.• Responsible for analyzing customer symptoms and providing technical analysis of problem.• Responsible for providing solutions for problems that do not have appropriate procedures and policies in place.• Responsible for ensuring business satisfaction.• Stay updated on technology changes or problems.• Responsible for training business users in core software.• Responsible to maintain team SLAs and adherence to procedures/policies.• Assist with the development and testing of customized scripts to facilitate business operations.• Provide hardware and software technical support to the business.• Supervise the configuring of corporate computers for deployment to business.• Inform management about any issues that impact corporate users or systems (i.e., outages, programming issues).• Maintain an active log of all current issues/work items.• Provide testing for listed tools and technologies.• Responsible to support Del Taco Corporate Office Conference Rooms• Provide implementation for listed tools and technologies.• Onsite support at the Del Taco Corporate office.Knowledge, Skills and Experience:1. Minimum Education (or substitute experience) required• Associates Degree in a computer-related field.2. Minimum Experience required• 2 years experience in a technical support role3. Skills Required• Approaching a problem by using a logical, systematic, sequential approach.• Ensuring that work and information are complete and accurate.• Developing mutually beneficial working relationships with colleagues, clients, management, and others.• Detailed documentation and notes skills. Exchanging information with others in a timely and appropriate fashion.• Knowledge of computer systems including operating systems.• Windows scripting technology such as PowerShell or VBScript.4. Tools & Technologies• Microsoft Office Suite: PowerPoint, Excel, Word and Outlook (Required)• Operating Systems (Required)• ITSM Equivalent (Required)• Phone systems (Desired)• Windows Operating systems (Desired)• Active Directory (Desired)• Desktop Imaging (Desired)5. License/Permits Required• None6. Availability• Regular business hours overtime as needed.Date:September 2022Job Title: Technical Support AnalystClassification: NonexemptDepartment: Information Technology, Enterprise InfrastructureReports To: Manager, Networking & InfrastructurePosition SummaryThe Technical Support Analyst is responsible for frontline office support of users for corporate office users. The scope of the position includes PC support, on-boarding/off-boarding, e-mail administration, hardware setup, software training, conference room support and limited AD administration.The Technical Support Analyst contributes to Del Taco’s success by ensuring productivity through the delivery of technical support services; updating service request information; prioritizing work based on ticket severity; communicating with clients; and troubleshooting problems.Essential Job FunctionsResponsibilities and essential job functions include but are not limited to the following:• Become familiar with all Del Taco corporate policies and procedures.• Responsible for documenting problem troubleshooting and any new policies and procedures.• Responsible for analyzing customer symptoms and providing technical analysis of problem.• Responsible for providing solutions for problems that do not have appropriate procedures and policies in place.• Responsible for ensuring business satisfaction.• Stay updated on technology changes or problems.• Responsible for training business users in core software.• Responsible to maintain team SLAs and adherence to procedures/policies.• Assist with the development and testing of customized scripts to facilitate business operations.• Provide hardware and software technical support to the business.• Supervise the configuring of corporate computers for deployment to business.• Inform management about any issues that impact corporate users or systems (i.e., outages, programming issues).• Maintain an active log of all current issues/work items.• Provide testing for listed tools and technologies.• Responsible to support Del Taco Corporate Office Conference Rooms• Provide implementation for listed tools and technologies.• Onsite support at the Del Taco Corporate office. Knowledge, Skills and Experience:1. Minimum Education (or substitute experience) required• Associates Degree in a computer-related field.2. Minimum Experience required• 2 years experience in a technical support role3. Skills Required• Approaching a problem by using a logical, systematic, sequential approach.• Ensuring that work and information are complete and accurate.• Developing mutually beneficial working relationships with colleagues, clients, management, and others.• Detailed documentation and notes skills. Exchanging information with others in a timely and appropriate fashion.• Knowledge of computer systems including operating systems.• Windows scripting technology such as PowerShell or VBScript.4. Tools & Technologies• Microsoft Office Suite: PowerPoint, Excel, Word and Outlook (Required)• Operating Systems (Required)• ITSM Equivalent (Required)• Phone systems (Desired)• Windows Operating systems (Desired)• Active Directory (Desired)• Desktop Imaging (Desired)5. License/Permits Required• None6. Availability• Regular business hours overtime as needed. Physical Job DescriptionActivity Summary N - Never O - Occasionally (0-3 Hrs) F - Frequently (3-6 Hrs) C - Constantly (6-8 Hrs) N O F C Sitting ☐Driving Vehicles/EquipmentStanding ☐Operating Equipment/MachineryWalking ☒Exposure to Dust, Gas, FumesCrawling ☐Exposure to Hazardous MaterialsBending Over ☐Exposure to High Noise LevelsReaching Overhead ☐Walking on Uneven GroundBalancing ☐Exposure to Marked Changes in Temp.Pushing/Pulling ☐Use of Safety EquipmentLifting/Carrying ☐Possible Exposure to Blood/Body Fluids10 lbs. or less ☐Hearing Impairment Acceptable20 lbs. to 50 lbs. ☒Color Vision Impairment AcceptableOver 50 lbs. ☒Clear Vision at 20" or Less requiredSkin/Hands in Water ☐Clear Vision at 20' or More requiredChemical Exposure Foot Controls Used LIST TYPES OF EQUIPMENT USED ON THIS JOB:Repetitive Hand Use PC, Copier, Scanner, Fax, Servers, Switches, Routers, Networking equipment, etc.Firm Grasping Rqd. LIMITATIONS AND DISCLAIMERThe above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their Manager in compliance with Federal and State Laws.Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.