System Support Specialist

The System Support Specialist provides 1st and 2nd level support for hardware and software issues and provides training and consultation to employees. This position is critical to the company; the System Support Specialist will be the first point of contact for users and needs to ensure secure continuous access, problem diagnostics, and resolution and documentation to technology services and resources while adhering to IT and InfoSec best practices and policies. This role enables employees to maintain productivity most efficiently and securely.

Company Description:

Tasty Restaurant Group, headquartered in Dallas, TX, operates over 370 restaurants under the Burger King, Pizza Hut, KFC, and Dunkin' brands. 

Tasty is founded on the vision that great brands need great teams to lead and deliver exceptional service and quality to guests. At Tasty, we focus on all the details that make a brand tremendous and ensure its long-term growth. We have a single-minded approach to delivering exemplary service, care, and value-add to everyone we meet while improving our restaurants, developing new ones, and expanding through acquisitions. Under the Tasty umbrella, the brands we manage reap the benefits of a synergistic approach to deliver on all key guest attributes. 

55 Burger King in 3 states

219 Pizza Hut in 12 states

97 KFC in 8 states

38 Dunkin' in 2 states

15 Taco Bell in 5 states

6 Baskin Robbins’ in 1 state

…And Growing

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Manage technology with the 4-walls for restaurant operations.

· Monitor incoming ticket requests related to IT issues and respond within established SLAs.

· Maintain daily ticket lifecycle, including opening, resolving, updating, escalating (as needed), and closing new or existing tickets.

· Responsible for maintaining hardware inventory related to IT (laptops, printers, monitors, peripherals, etc.).

· Maintain user systems and applications updated.

· Assist with onboarding and offboarding of users.

· Assist with and troubleshoot conferencing technologies during individual and company meetings.

· Assist with maintaining software licenses.

· Follow the established process to install, configure, and upgrade software as needed.

· Provide remote and hands-on support with urgency and accuracy to users and executives.

· Assist with urgent, after-hours, or weekend support issues as needed.

· Drive the diagnosis, resolution, and documentation of customer-reported issues by applying technical expertise, product knowledge, and problem-solving skills.

· Follow departmental processes regarding individual and team responsibilities

· Create and maintain technical documentation on system support models, joint issues, and solutions.

· Be able to install and support Windows desktop operating systems (Windows 10, 11)

· Maintain and support Apple OS laptops and products. (iPhones)

· Install Windows updates as needed.

· Backup and restore user files as needed.

· Other duties assigned or related to Helpdesk tasks

ESSENTIAL SKILLS:

· Knowledge of Microsoft technologies like Azure Active Directory, Exchange, Distribution lists, Security Groups, O365 Groups, OneDrive, Shared mailboxes, Teams, Intune, SharePoint, Outlook

· Knowledge of File Folder Permissions

· Knowledge of FTP/SFTP technologies

· Knowledge of Apple products and technologies

· Knowledge of IT Security best practices, threat escalation, incident handling, emerging threats, vulnerability remediation 

· Knowledge of Spam Filtering technologies and concepts

· Knowledge of working in and with secure environments with compliance requirements such as SOX and PCI is a plus

· Intermediate knowledge of Tablet hardware (Android, iPad)

· Intermediate knowledge of Smartphone support for the following Apple, Android

· Advanced knowledge of Windows operating systems up to and including Windows 10, 11 Pro

· Advanced knowledge of Microsoft Outlook. Must be able to troubleshoot connectivity issues, create and support .pst/.ost files, and be familiar with proper Calendar permission delegation.

· Advanced knowledge of Laptop hardware

· Knowledge of AV Conferencing technologies and platforms such as Zoom, Webex, Teams

· Knowledge of multifunction print stations such as Toshiba and Xerox

· Must approach all tasks with great attention to detail.

· Knowledge and ability to troubleshoot wireless technology.

· Familiar with Anti-Virus solutions

· Able to form strong working relationships within the team and with customers.

· Follows established procedures for IT processes and helps develop new ones.

· Customer Service mentality with a genuine desire to serve the customer.

· Strong interpersonal, written, and verbal communication skills

· Self-starter who works independently, is highly self-motivated and goal-oriented.

· Resourceful and learns quickly with a thirst for knowledge.

· Must be well-organized and detail oriented.

· Identifies additional tasks to be completed and willingly assists others.

· Follows direction with focused attention

· Ongoing learner who exhibits insatiable curiosity with an interest in self-improvement

EDUCATION AND WORK EXPERIENCE REQUIREMENTS:

· Minimum of B.A/B.S. degree in Computer Science or related experience required.

· Minimum 3-4 years of helpdesk experience required.

· A valid U.S. driver’s license required

· Comptia A , Network certifications are plus.

· Microsoft MCP preferred