Help Desk Analyst II

Carrols Corporation (NASDAQ: TAST) headquartered in Syracuse, NY is one of the largest restaurant franchisees in the United States. Founded over 60 years ago, Carrols began acquiring BURGER KING® restaurants in 1976 and POPEYES® restaurants in 2019 and is the largest BURGER KING® franchisee in the US today. Presently, Carrols owns and operates over 1,000 BURGER KING® restaurants and over 65 POPEYES® restaurants across 23 states. Carrols Restaurant Group became a public company on December 15, 2006, and currently employs over 30,000 people.

At Carrols, a job is never just a job. It’s a career. We are excited to search and bring on a new team member in our construction department and we are currently recruiting for a Help Desk Analyst II to join our team. 

Summary:

The Help Desk Analyst II will Provide first point of contact technical support through analysis and problem solving for the installation, maintenance, implementation and documentation of the current Restaurant Systems software and hardware technologies via phone or remote support communication.

Summary of Key Job Responsibilities:

• Provide effective communication of support solutions to restaurant personnel on existing, as well as new, technology platforms.
• Install/update hardware and software to resolve system related issues per established procedures
• Diagnose and document system related issues in a timely and efficient manner.
• Follow-upon unresolved issues to ensure timely resolutions.
• Adjust activities based on call volume fluctuations.
• Interpret user problems and recommend solutions.\
• Escalate unresolved issues to the correct resource.
• Ability to organize and prioritize tasks to ensure timely problem resolution.
• Flexible work hours.
• Other duties as assigned.

Requirements & Qualifications:

• 2 years of experience in an IT support/HelpDesk support role.
• Experience with HelpDesk software and remote support tools desired.
• Retail experience to include POS and Back Office management applications including inventory systems.
• Experience in a multi-shift or 24/7 environment preferred.
• Good understanding of corporate networking infrastructure (i.e. Hardware based VPN preferred.)
• Understanding of LAN, WAN and Wi-Fi
• Good analytical skills.
• Work well under pressure with minimal supervision.

The hourly range for this position is $23.00 - $25.00 hourly depending on experience. Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.