What are the responsibilities and job description for the IT Help Desk Analyst position at WOCS - Wendy’s?
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.
Salary : $23 - $25