Position Overview :

The role of the Help Desk Technician Level 1 is to support the end user by troubleshooting and resolving technical problems.

This includes receiving requests for assistance, asking questions to define the problem, documenting, and actively resolving tickets, and escalating incidents when necessary to maintain store operations.

This position will be the first line of support handling calls and tickets in the queue. Individuals in this role must work closely with Tier II Helpdesk staff to ensure problems are resolved in a timely manner.

Key Metric

• Store Support
• Network support
• Software and Hardware troubleshooting
• Hardware imaging and staging
• Customer Service
• Productivity
• Time Resolution

Primary Accountabilities

• Provide first-level support in-person and remotely, including software, hardware, printers, peripherals, CCTV / DVR, wired / wireless network troubleshooting, and All Point of Sales equipment.
• Configure and troubleshoot applications and equipment such as O365, Active Directory, DNS, Management Workstations (MWS), Registers, Printers, Cash Drawers, Site Controllers, Credit Card Terminals, Security Software, and Remote Desktop Services.
• Log all calls into the ticketing system.
• Monitor ticket queue and work tickets based on priorities.
• Monitor logs, dashboards, and reports to identify potential issues.
• Communicate with customers regularly regarding the progress of their incident or service request within established SLA guidelines.
• Test and perform repairs to software, hardware, or peripheral equipment following design and installation specifications.
• Request replacement hardware and peripheral equipment in existing restaurants, new restaurants, remodeled restaurants, or system upgrades
• Oversee the daily performance of computer systems in the corporate office and restaurants.
• Receive and maintain proper training.
• Assist with other responsibilities as directed by leadership.

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.
• Customer Focus Delivers legendary service that meets and exceeds all customer expectations and leverages the voice of the customer to consistently improve.
• Result Driven Consistently meets and exceeds goals and exhibits professional courage and innovations to drive the business forward.

Anticipates and proactively addresses needs.

Business Acumen Creates and communicates a persuasive vision, 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
• Proficient in troubleshooting Microsoft Windows 7, 8, and 10
• Ability to communicate clearly and concisely, both orally and in writing
• Experience with restaurant systems preferred, but not required.
• Experience with modern day ITSM ticketing systems.
• Experience troubleshooting network issues.
• Proficiency in Microsoft Office Suite including Excel, Word, and PowerPoint
• Experience with Microsoft Active Directory
• Experience with end user security software
• Experience with call center phone system a plus
• 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 changing priorities.

Qualifications

• Associate degree or equivalent work experience.
• Previous restaurant and / or retail support experience preferred.
• 2 years in end-user support with increasing responsibilities and scope.
• Par / NCR POS support is a strong plus.
• 2 years’ experience troubleshooting end-user systems, hardware & software (Windows 10, Microsoft Office 365, Printers, laptops / desktop, Point of Sales systems, mobile technologies).
• 2 years of experience working with Windows servers, including Active Directory.

Last updated : 2024-05-17