What are the responsibilities and job description for the IT Service Desk Analyst, Tier 1 position at Manna, Inc.?
About us
Manna Hospitality Group is an affiliate of several restaurant concepts, as well as a few other businesses. For ease of reference, we’ll sometimes refer to our multiple operating companies as Manna. Manna was founded in 1988 and is based out of Louisville, KY.
Our culture is driven by honesty, integrity and communication. We take care of our guests, both internal and external, each and every day! Our companies are about creating opportunities for all of their employees by being engaged with them, coaching them to become stronger, and challenging them professionally.
This role, in IT Support, has the opportunity to impact all of our restaurant operations teams, every day.
IT Service Desk Analyst, Tier 1
Salary: From $42,500, based on experience and skillset (possibility for Tier 2 position opening as well)
Job Type: Full-time salaried
Location: Louisville, KY – In office
Benefits: Dental/Health/Vision insurance, 401(k) with employer match, paid time off, optional life insurance, lunch provided on weekdays.
Full Job Description:
The IT Team at Manna Hospitality Group is looking for experienced, adaptable, and motivated Service Desk analysts to join our small team. This role requires a passion for problem solving, impeccable organizational skills, a thirst for learning, and a cool attitude under pressure. Our team shares our successes and works as a group to address our shortcomings. Laughing when you want to cry is a rite of passage, and sometimes a daily occurrence, but our commitment to our end users and their appreciation for our work is what drives us to succeed.
The service desk role requires the demeanor to work with the CEO of our company on an issue, and then pivot to helping restaurant staff with another. This is a position where you will experience and learn new things daily.
Skills and Experience Required:
- Experience in a service desk or support environment
- Strong grasp of IT hardware, software, operating systems, networking, and the ability to troubleshoot these systems
- Professional and polished verbal and written communication skills
- Ability to maintain patience and provide courteous customer support in highly stressful situations
- Flexibility to work a schedule of 40-50 hours a week, which will include evening and weekend shifts
***We provide support 7 days a week, 363 days a year, 6 AM to 11 PM EST and overnight on-call. ***
Skills and Experience Highly Preferred:
- Strong working knowledge of hardware and software used in a restaurant POS environment (POS Applications, credit cards, network, kitchen video with experience troubleshooting issues impacting operations)
- Experience troubleshooting Windows system policies and permissions, reading debugging logs, and researching event errors
- Skilled in technical documentation and training
- Experience working in restaurant operations
You can succeed in this role if you are:
- Detail oriented with the ability to take notes and record steps taken during troubleshooting as well as summarizing an issue and resolution for future reference
- Adept at multi-tasking and time management while maintaining the integrity of individual goals and project timelines
- Able to exercise sound judgement in decisions that affect our business
- Independent and self-motivated, but work well as part of a team
- A creative problem solver
Job Types: Full-time, Permanent
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
- 2 years
- 3 years
- Under 1 year
Schedule:
- Evening shift
- Night shift
- On call
- Rotating weekends
- Weekdays
- Weekends as needed
Ability to commute/relocate:
- Louisville, KY 40245: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- This position requires a combination of day shifts with a rotation of evenings and weekends. We also support our restaurants through most holidays. Are you willing and available to work those hours/shifts?
Experience:
- Help desk: 1 year (Preferred)
Work Location: In person
Salary : $42,500
