The role of the Help Desk Analyst is to ensure proper technology operation so that operators can execute our brand efficiently. This includes receiving, prioritizing, documenting, and actively resolving support requests. Problem resolution may involve the use of diagnostic and request tracking tools, as well as require that the individual give remote assistance and personal follow-up.

The person in this role is responsible for providing Gold Standard, first level technical support to all team members in order to maintain day-to-day business continuity. This responsibility covers support for the business systems, including POS and Kitchen applications, multiple hardware and software platforms, data delivery, telecomm and network issues, among others. The person in this role will be responsible for taking ownership of technical issues as reported by Team Members and following through to ensure that the proper solution has been delivered. This person will also need to interface with other groups inside the IT organization for issue escalation and problem management.

Responsibilities:

Able to quickly analyze a situation and provide/coordinate either a temporary or permanent countermeasure

Utilize diagnostic utilities to aid in troubleshooting

Identify and learn appropriate software and hardware used and supported by the organization

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

Perform hands-on repairs, including installing and upgrading software, installing hardware, and configuring systems and applications

Perform hands-off repairs (via telephone and without dial-in tools), including installing and upgrading software, installing hardware, and configuring systems and applications

Perform user account administration in various systems

Image and configure new user workstations and laptops

Field incoming help requests from team members via help desk tracking tools, telephone and e-mail in a professional manner

Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target.

Create and update knowledge base articles

Record, track, and document the problem-solving process for each request. Include all successful and unsuccessful decisions made. Document what actions were taken through to the final resolution

Perform post-resolution follow-ups to requests for assistance

Prioritize and escalate issues (when required) to the appropriate experienced team members, management and/or vendor

Maintain communication with the escalation groups, regarding issues and their tracking/resolution

Coordinate warranty repair with approved vendors/partners. Test repairs to ensure problem has been adequately resolved

Update daily status reports and shift handover reports

Establish and maintain a helpful positive rapport, efficient working relationship with all levels of management, restaurant teams, and fellow team members

Must be willing to work holidays, weekends and evenings as required to cover the span of hours that our restaurants are operating.

Qualifications:

Associate degree or equivalent business/industry training and experience required

Minimum of 2 years' experience in a technical support role is preferred

Working Knowledge of basic computer hardware, including desktop PCs, networking equipment, wireless access points, printers

Knowledge of restaurant POS systems preferred

Exceptional written and oral communication skills

Exceptional interpersonal and customer service skills, with a focus on rapport-building, listening capabilities

Strong documentation skills

Ability to conduct research into a wide range of technology issues, as required

Detail oriented with proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks with an appropriate sense of urgency, in a high-performance environment

Experience with desktop and server operating systems including Windows 7/Windows 10 OS

Knowledge of network basics

Experience working in a team-oriented, collaborative environment. Ability to present ideas in a team environment

Highly motivated and self-directed

Strong analytical skills are required in order to diagnose, troubleshoot, and resolve issues

Desired Skills:

ITIL, MCP, A+, Network+ certification

Computer Science degree

Retail/ Hospitality with multi-unit organization

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.