The I.T. Help Desk Specialist is responsible for a wide variety of technology support tasks. The primary responsibility supporting and maintaining the company’s Point Of Sale systems for 100+ locations. This position also provides support for the company’s network, VoIP, and basic PC desktop support. This is a full-time opportunity for someone who has varied technical skills, a positive attitude, excellent communication skills and works well in a team environment.
Support Point of Sale Software and proprietary business applications used by restaurants.
Act as a central point of contact for questions and/or problems while delivering exceptional customer service and technology support to our 100+ locations.
Track, monitor and solve technical problems and questions in a timely and accurate manner.
Escalate complex issues to the appropriate IT resources as needed.
Provide overnight and weekend coverage in a rotation schedule with other Help Desk team members.
Dispatch technicians for on-site hardware issues.
Monitor, poll and process daily and weekly sales and payroll data to be entered into the corporate systems.
Remotely install hardware and software for restaurants in response to failures.
Participate in assigned technical projects in support of technology maintenance and enhancements.
Stage and deploy laptops, iPhones, cell phones, and data cards to our user community.
Contribute to and maintain IT Support Knowledgebase library.
Provide communication and escalation to IT Management on real-time issues impacting our business and customers.
Support corporate & restaurant systems and applications including Microsoft Office, and multiple Windows platforms.
Support Corporate and Restaurant VoIP Phone Systems.
Other duties assigned as needed.
Qualifications and Requirements:
Minimum of 2 years’ work experience in a technical customer-oriented environment.
Experience with Micros Systems POS Software and hardware (RES 3700) and/or Aloha POS systems required.
Demonstrated customer service skills, including the ability to handle challenging issues in a professional manner.
Experience with POS Systems in a restaurant and/or retail environment with multiple locations.
Job Description: IT Help Desk Specialist (cont.)
Availability for flexible shift hours 7 days a week (including holidays) with rotating shift coverage for overnight on-call assistance.
Working knowledge of small office network environments including Windows, TCP/IP, routers, switches, physical connectivity, and telephony.
Experience troubleshooting VPN and wireless issues.
Ability to work well independently and as a team player.
Excellent problem solving skills.
Ability to self-start and take assigned problems to resolution independently.
A good driving record and willingness to submit to a background check.
Strong project management, strategic planning, organizational, and multi-tasking skills.
Ability to work well within deadlines in a time sensitive environment.
Excellent verbal communication and organizational skills required.
A+ certification a plus.
Requires prolonged sitting, some bending and stooping.
Required occasional lifting up to 50 pounds.
Requires normal range of hearing and vision.
Requires manual dexterity sufficient to operate a computer keyboard, mouse and other computer components.