Help Desk Analyst
Summary of PositionThe Help Desk Analyst provides technical support for restaurant and corporate office systems.
This includes all POS hardware and software, network equipment, telephones, printers and desktop support.
Works with service providers to include cabling, ISP, phone/call center and hardware dispatch.
Resolves or escalates incidents, and follows up with service providers and internal escalation points to ensure effective and timely resolution.
Creates and updates documentation as needed.
Key Responsibilities and DutiesoServe as a vital customer service link for IT to restaurants, support center, and service providers.
oProvide front-line support for all IT requests and issues.
oDocument, track and monitor incident tickets to ensure timely resolution.
oProvide problem determination and support to specific systems using documented procedures and available tools.
oSupport call-initiated workflow through IT, logging all customer questions, requests and problems and track status and work notes through to resolution.
oEnsure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target.
oInstall, support and maintain computer desktops, laptops, printers and any related hardware and software, to include asset tracking.
oProvide daily reporting of pending issues and high priority incidents.
oCreate, maintain and disable user accounts and groups, including Active Directory and VPN.
oSupport current phone system to include adding, removing and changing phone extensions and creating voicemail accounts.
oCreate and update knowledge base articles oAssist in project implementations, testing and documentation.
oMonitor system notification alerts and take appropriate and timely action.
Qualifications Education, Training, and Work ExperienceoAssociate degree or equivalent business/industry training and experience required.
oMinimum of 2 years' experience in a technical support role required.
oKnowledge of restaurant POS systems preferred.
oMust have flexibility to work varying scheduled shifts in a 24-hour operationoExperience in business applications, customer service support or equivalent.
oA
and Network
certifications preferred Knowledge, Skills and Abilities.
oAbility to exercise patience and professionalism during challenging situations.
oStrong verbal and written communication skills.
oAbility to multi-task and prioritize issues.
oStrong problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
oAbility to work responsibly with or without direct supervision.
oAbility to thrive in a fast-changing, collaborative environment where people are driven, enthusiastic, and not afraid to take risks.
oAbility to communicate technical information to non-technical personneloFriendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
While performing the duties of this job the employee is frequently exposed to computer terminals.
The noise level and temperature is moderate.
The employee has the ability to sit, stand and/or walk for up to 10 hours a day.
The employee is occasionally required to stoop, bend or kneel, lift up to 40 lbs.
and perform other diverse physical tasks as needed.
The vision requirements include:
close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
NOTE:
CPK reserves the right to revise or change the position plan as the need arises.
This position plan is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
The current hourly range for this position is USD $22.
00 to $25.
00.
Various benefits are available for this position, including 401K, health, dental, vision, and disability insurance through CPK's designated providers.
CPK regularly reviews its benefits offerings and may change benefits and providers from time to time.
Recommended Skills Asset Tracking Call Centers Communication Computer Terminals Customer Service Desktop Support Estimated Salary: $20 to $28 per hour based on qualifications.
This includes all POS hardware and software, network equipment, telephones, printers and desktop support.
Works with service providers to include cabling, ISP, phone/call center and hardware dispatch.
Resolves or escalates incidents, and follows up with service providers and internal escalation points to ensure effective and timely resolution.
Creates and updates documentation as needed.
Key Responsibilities and DutiesoServe as a vital customer service link for IT to restaurants, support center, and service providers.
oProvide front-line support for all IT requests and issues.
oDocument, track and monitor incident tickets to ensure timely resolution.
oProvide problem determination and support to specific systems using documented procedures and available tools.
oSupport call-initiated workflow through IT, logging all customer questions, requests and problems and track status and work notes through to resolution.
oEnsure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target.
oInstall, support and maintain computer desktops, laptops, printers and any related hardware and software, to include asset tracking.
oProvide daily reporting of pending issues and high priority incidents.
oCreate, maintain and disable user accounts and groups, including Active Directory and VPN.
oSupport current phone system to include adding, removing and changing phone extensions and creating voicemail accounts.
oCreate and update knowledge base articles oAssist in project implementations, testing and documentation.
oMonitor system notification alerts and take appropriate and timely action.
Qualifications Education, Training, and Work ExperienceoAssociate degree or equivalent business/industry training and experience required.
oMinimum of 2 years' experience in a technical support role required.
oKnowledge of restaurant POS systems preferred.
oMust have flexibility to work varying scheduled shifts in a 24-hour operationoExperience in business applications, customer service support or equivalent.
oA
and Network
certifications preferred Knowledge, Skills and Abilities.
oAbility to exercise patience and professionalism during challenging situations.
oStrong verbal and written communication skills.
oAbility to multi-task and prioritize issues.
oStrong problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
oAbility to work responsibly with or without direct supervision.
oAbility to thrive in a fast-changing, collaborative environment where people are driven, enthusiastic, and not afraid to take risks.
oAbility to communicate technical information to non-technical personneloFriendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
While performing the duties of this job the employee is frequently exposed to computer terminals.
The noise level and temperature is moderate.
The employee has the ability to sit, stand and/or walk for up to 10 hours a day.
The employee is occasionally required to stoop, bend or kneel, lift up to 40 lbs.
and perform other diverse physical tasks as needed.
The vision requirements include:
close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
NOTE:
CPK reserves the right to revise or change the position plan as the need arises.
This position plan is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
The current hourly range for this position is USD $22.
00 to $25.
00.
Various benefits are available for this position, including 401K, health, dental, vision, and disability insurance through CPK's designated providers.
CPK regularly reviews its benefits offerings and may change benefits and providers from time to time.
Recommended Skills Asset Tracking Call Centers Communication Computer Terminals Customer Service Desktop Support Estimated Salary: $20 to $28 per hour based on qualifications.
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