What are the responsibilities and job description for the Help Desk Technician position at JERSEY MIKES FRANCHISE SYSTEMS LLC?
Company Description:
Jersey Mike’s is a fast-casual sub sandwich franchise with over 3,300 locations nationwide, offering fresh sliced subs, with freshly baked bread. Established in 1956, the company is committed to providing delicious food made with premium ingredients and giving back to the communities it serves. Jersey Mike’s was ranked #1 in 2026 America’s top franchises by Entrepreneur Magazine and earned recognition in Nation’s Restaurant News, highlighting its rapid growth and dedication. With a history of philanthropy, the brand gives back through initiatives like its Annual Day of Giving and has raised millions for local charities. Jersey Mike’s is driven by its commitment to quality, community, and making a difference.
Position Summary:
The Help Desk Technician is responsible for providing timely and effective technical assistance and support related to computer systems, hardware, software, and networks. This role involves diagnosing and resolving franchisee technical issues, responding to our franchisee inquiries, and ensuring successful and timely problem resolution. The ideal candidate will exhibit strong technical and communication skills and a commitment to exceptional customer service.
Work Schedule:
This is an onsite position requiring 40 hours of work per week, consisting of four 11-hour scheduled shifts. Each shift includes 10 hours of work and a one-hour unpaid meal break. As the Help Desk operates 7 days a week, flexibility is required to work shifts that may include nights, weekends, and holidays.
Key Responsibilities:
The following duties are essential, but not exhaustive, and may be subject to change based on business needs:
- Provide expert-level technical support for incoming queries and issues related to computer systems, software, hardware, and networking.
- Address support requests through phone, email, or remote access tools, ensuring accurate and timely assistance.
- Diagnose and troubleshoot problems by asking relevant questions to understand the nature of the issue.
- Guide customers through troubleshooting processes, resolving issues step-by-step.
- Install, configure, and maintain computer hardware and software as needed.
- Utilize diagnostic tools and programs to efficiently resolve technical problems. Such Tools include a videotelephony product, remote desktop software, a mobile device management platform, and internal programs to identify specific store and hardware information.
- Resolve technical issues pertaining to Local Area Networks (LAN), Wide Area Networks (WAN), and other network systems.
- Coordinate with third-party vendors to ensure timely and accurate services. Our vendors include:
- Food delivery service that we update menu data
- Network vendor who assists with ensuring stores maintain internet access
- Point of sale partner outfits our stores with their POS hardware
- fintech company that we utilize to submit refunds with for store accounting
Qualifications:
- Proven experience in troubleshooting hardware, software, and network issues, or equivalent training and education.
- 1-3 years of prior experience in a help desk or technical support role preferred.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- High attention to detail and ability to remain organized in a fast-paced environment.
- Adaptability to learn and support emerging technologies.
- Excellent interpersonal skills, fostering positive customer relationships.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
Salary : $22 - $26