What are the responsibilities and job description for the Help Desk Analyst II position at Carrols Corporation?
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Carrols Corporation headquartered in Syracuse, NY, is a subsidiary of Restaurant Brands International, Inc. (RBI). Carrols operates over 1,000 Burger King restaurants.
Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.
RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
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.
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.
Experience:
- 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.)
- Good understanding of LAN, WAN and Wi-Fi
- Good analytical skills
- Work well under pressure with minimal supervision.
The pay range for this position is $25.00- 26.00 per hour depending on experience. Pay is to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
Salary : $45