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Help Desk Support; Level 2

Location: 

Tampa, FL, US, 33607

POSITION SUMMARY: 

At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. The Help Desk Support; Level 2 is responsible for providing a single point of contact for end users to receive support and maintenance within the organization’s Restaurant Support Center environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, mobile devices and equipment to ensure optimal performance. This person acts as an escalation point for the outsourced restaurant Helpdesks to troubleshoot problem areas (in person, by telephone or via e-mail) in a timely and accurate fashion and provide end-user assistance where required. Responsibilities may also include certain systems administration and project-related tasks as assigned by infrastructure and security team members.

 

Duties/Responsibilities:

  • Acknowledges, researches, and resolves user questions and inquiries via telephone, email, ticketing and other communication methods.
  • Provides technical support and solves more advanced hardware, software, and network issues or questions.
  • Provides professional, courteous, prompt, and accurate support and solutions to users.
  • Communicates, analyzes, and troubleshoots routine and non-routine user problems and provides proper solutions or remedies.
  • Establishes priorities on service desk tickets based on departmental guidelines and procedures.
  • Follows-up and communicates with users when appropriate.
  • Creates and administers new user accounts, passwords, and privileges/rights.
  • Assists with desktop and laptop imaging and installation as needed.
  • Installs printers and other peripherals as needed.
  • Collaborates with other IT staff to ensure efficient operation of the company’s desktop computing environment
  • Receives and responds to incoming calls, pages, and/or e-mails regarding desktop problems.
  • Develops and maintains an inventory of all technology components and equipment.
  • Liaises with third-party support and PC equipment vendors
  • Act as the escalation point for restaurant help desk support
  • Assist in documenting resolution and building knowledge base articles
  • Participate in change management process
  • Performs other duties as assigned with or without accommodation.

 

EMPLOYMENT STANDARDS

Knowledge

  • Excellent organizational skills with ability to handle multiple priorities, meet demanding deadlines, adjust to sudden changes in workflow, and maintain high quality standards.
  • Excellent communication skills with the ability to effectively present information and respond to questions from business user groups of various disciplines.
  • Excellent interpersonal skills with the ability to engage others and establish rapport.
  • Excellent analytical skills with the ability to think independently, take initiative, think resourcefully, take corrective action and resolve inquiries.
  • Ability to work independently with minimum guidance or direction.
  • Ability to operate tools, components, and peripheral accessories.
  • Strong customer-service orientation -Ability to present ideas in a user-friendly language
  • Strong organization skills and an ability to multi task to meet multiple deadlines in short time frames.
  • Ability to manage time effectively, to meet schedules and deadlines, to work under time pressure, to multi-task, to plan, organize and prioritize work assignments, and to pay close attention to detail

 

Education

  • Degree from an accredited college preferred.
  • Experience and/or certifications may be considered in lieu of college degree.

 

Experience

  • 4+ years of technical support experience with demonstrated ability to work under pressure with a high degree of integrity and customer focus.
  • Working technical knowledge of current protocols, operating systems, and standards, including those associated with tablet and mobile devices.
  • Support skills within Microsoft server/client environments
  • Microsoft Exchange server or Office365 user administration experience preferred
  • Hardware/software installation
  • TCP/IP, DHCP, DNS troubleshooting



ESSENTIAL PHYSICAL REQUIREMENTS

  • Ability to read, analyze, and interpret technical manuals, procedural documentation, and OEM guides.
  • Ability to frequently use hands to finger, handle or feel
  • Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Nearest Major Market: Tampa

Job Segment: Service Desk, Help Desk, Information Technology, System Administrator, Change Management, Customer Service, Technology, Management