HELP DESK TECH TIER 1 - Hooters Restaurants : Job Details

Key Metric

* Store Support

* Network support

* Software and Hardware troubleshooting

* Hardware imaging and staging

* Customer Service

* Productivity

* Time Resolution

Primary Accountabilities

* Provide first-level support in-person and remotely, including software, hardware, printers, peripherals, CCTV/DVR, wired/wireless network troubleshooting, and All Point of Sales equipment.

* Configure and troubleshoot applications and equipment such as O365, Active Directory, DNS, Management Workstations (MWS), Registers, Printers, Cash Drawers, Site Controllers, Credit Card Terminals, Security Software, and Remote Desktop Services.

* Log all calls into the ticketing system.

* Monitor ticket queue and work tickets based on priorities.

* Monitor logs, dashboards, and reports to identify potential issues.

* Communicate with customers regularly regarding the progress of their incident or service request within established SLA guidelines.

* Test and perform repairs to software, hardware, or peripheral equipment following design and installation specifications.

* Request replacement hardware and peripheral equipment in existing restaurants, new restaurants, remodeled restaurants, or system upgrades

* Oversee the daily performance of computer systems in the corporate office and restaurants.

* Assist Level 2 Technicians with troubleshooting more complex software, hardware, and networking issues.

* Receive and maintain proper training.

* Assist with other responsibilities as directed by leadership

Competencies

* Team Player - Develops a positive, respectful, productive, and professional work environment through positive connections with others and treats all associates and vendors with respect and dignity.

* Talent Coach - Continuously develops the competencies of both self and others.

* Customer Focus - Delivers legendary service that meets and exceeds all customer expectations and leverages the voice of the customer to consistently improve.

* Result Driven - Consistently meets and exceeds goals and exhibits professional courage and innovations to drive the business forward. Anticipates and proactively addresses needs.

* Business Acumen - Creates and communicates a persuasive vision, competitive winning strategies, and ensures store and individual goals are

Skills and Knowledge

* Strong organization and planning skills.

* Strong analytical and problem-solving skills

* Proficient in troubleshooting Microsoft Windows 7, 8, and 10

* Ability to communicate clearly and concisely, both orally and in writing

* Experience with restaurant systems preferred, but not required.

* Experience with modern day ITSM ticketing systems.

* Experience troubleshooting network issues.

* Proficiency in Microsoft Office Suite including Excel, Word, and PowerPoint

* Experience with Microsoft Active Directory

* Experience with end user security software

* Experience with call center phone system a plus

* Ability to work with various computer programs and systems.

* Ability to build relationships at all levels.

* Ability to handle confidential and sensitive information.

* Ability to deal with ambiguity and manage changing priorities.

Qualifications

* Associate degree or equivalent work experience.

* Previous restaurant and/or retail support experience preferred.

* 2 years in end-user support with increasing responsibilities and scope.

* Par/NCR POS support is a strong plus.

* 2 years' experience troubleshooting end-user systems, hardware & software (Windows 10, Microsoft Office 365, Printers, laptops/desktop, Point of Sales systems, mobile technologies).

* 2 years of experience working with Windows servers, including Active Directory.