IT Help Desk Analyst

This position is for an IT Help Desk team member of a restaurant franchise that assists in installing and supporting networks in 198 locations in nine states and reports to the Director of IT.

Roles and Responsibilities:

• Support the NCR Aloha POS systems.
• Support users and restaurant locations (our customers) via the phone, remotely accessing user/restaurant workstations with LogMeIn, and onsite visits.
• Repair and upgrade computers and laptops as needed. Build and deploy new systems when required.
• Install software applications to IT department specifications.
• On-call rotation: providing remote and onsite support after normal business hours as needed. This is a seven-day responsibility – most of which is on the weekend.
• Pull and terminate network cable runs and camera cable runs as needed.
• Install network cabinets and network related equipment.
• Support our digital surveillance environment (cameras, DVRs, etc.).
• Assist the Director of IT with various projects.

Core Experience:

• Windows 11/10, reinstall OS on laptops/desktops via Microsoft’s installation process or an imaging process.
• PC hardware repair experience.
• MS Office Suite Products.
• Basic network, TCP IP V4, POE Ethernet switch, Wi-Fi, router experience. Demonstrate (explain) IPV4 networks and what the different configuration components mean.
• Desktop/server remote control software experience.
• CAT 5e/6 network and camera cabling, terminating ends, testing, and troubleshooting.
• Knowledge of broadband circuits, analog telephone lines and troubleshooting telecom outages.
• General knowledge of Battery Backups (UPS), KVM devices, USB switching devices, and Multi-Function printers (scanning/printing).
• Help Desk Ticketing System.

Preferred Experience:

• A certification.
• Point of Sale device/system experience.
• Headset/Speed of Service equipment.

Non-Technical Skills:

• Self-motivated.
• Be very comfortable with air and ground travel; could travel 1 – 2 weeks at a time plus day trips.
• Team player, personable, energetic, approachable.
• Ongoing willingness to learn and assist with documentation.
• Ability to drive a car, their own car, and has a good driving record.
• Outstanding and professional customer service skills; be very comfortable conversing with customers.
• General knowledge of tools/power tools, ladders.
• Ability to lift 50 lbs.
• Comfortable accessing building roofs.