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Help Desk Analyst - II
Job
Carrols Corp./RBI
Syracuse, NY (In Person)
$52,000 Salary, Full-Time
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Job Description
Provide first point of contact technical support through analysis and problem solving for the installation, maintenance, implementation and documentation of the current Restaurant Systems software and hardware technologies via phone or remote support communication Job Summary Provide effective communication of support solutions to restaurant personnel on existing, as well as new, technology platforms. Install/update hardware and software to resolve system related issues per established procedures Diagnose and document system related issues in a timely and efficient manner. Follow-upon unresolved issues to ensure timely resolutions. Adjust activities based on call volume fluctuations. Interpret user problems and recommend solutions. Escalate unresolved issues to the correct resource. Ability to organize and prioritize tasks to ensure timely problem resolution. Flexible work hours. Other duties as assigned. 2+ years of experience in an IT support/HelpDesk support role. Experience with HelpDesk software and remote support tools desired. Retail experience to include POS and Back Office management applications includinginventory systems. Experience in a multi-shift or 24/7 environment preferred. Good understanding of corporate networking infrastructure (i.e. Hardware based VPNpreferred.) Good understanding of LAN, WAN and Wi-Fi Good analytical skills. Work well under pressure with minimal supervision Qualifications and Experience 2+ years of experience in an IT support/HelpDesk support role. Experience with HelpDesk software and remote support tools desired. Retail experience to include POS and Back Office management applications includinginventory systems. Experience in a multi-shift or 24/7 environment preferred. Good understanding of corporate networking infrastructure (i.e. Hardware based VPNpreferred.) Good understanding of LAN, WAN and Wi-Fi Good analytical skills. Work well under pressure with minimal supervision Computer Skills Knowledge of PC systems. Windows, Restaurant Management applications, Microsoft Office Suite and other related software. Understanding of networking software. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Temperature controlled office. The noise level in the work environment is moderate to high. Position requires availability for nights, weekends and holiday rotations on site to support a multi-shift, 24/7 environment. Equipment Used Computer, fax, copier, phone, scanner, printer, smartphone and calculator. Laptop for maintenance and support of remote sites. Lab system.