Help Desk Analyst

DIN TAI FUNG RESTAURANTS

Job Title:

Help Desk Analyst

Compensation: $28.00 - $33.65 per hour

Location:

Hybrid, Din Tai Fung - Corporate Office in Arcadia, California

Din Tai Fung, a globally acclaimed culinary icon renowned for the art of Xiao Long Bao, is on a mission to create first-class dining experiences through its unwavering commitment to excellence in food, service and ambiance. Founded in 1972, the Michelin‑recognized restaurant brand continues to be family‑owned and passed down through generations, with more than 170 locations in 13 countries worldwide.

The company entered the North American market in 2000, opening its first U.S. location in Arcadia, California, and now operates 16 U.S. locations, offering an upscale yet inviting cultural dining experience for everyone and any occasion.

• Competitive Pay & Benefits
• Employer Contribution for individuals and eligible dependents' medical insurance
• Dental, Vision, and Life Insurance
• Health Savings Account (HSA)
• Commuter Spending Accounts
• 401(k) Plan with company match
• Employee Assistance Program
• Discounts through Benefit Hub
• Employee Meal Discounts
• Opportunities for growth; we love promoting within!

The Help Desk Analyst provides technical support for restaurants and the End User Computing (EUC) needs within the DTF Restaurant Support Center. This includes all POS/KDS hardware and software, network equipment, telephones, printers and desktop support. Work with third‑party service providers to schedule and supervise restaurant technician visits for cabling, internet service provider, phone/call center and hardware installation and repair dispatch.

Resolve or escalated incidents as appropriate, and follow‑up with service providers and internal escalation points to ensure effective and timely issue resolution. Create and update knowledge base documentation as needed.

• Create and update knowledge base articles
• Document, track and monitor incident tickets to ensure timely resolution
• Provide problem determination and support to specific systems using documented procedures and available tools
• Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target
• Support call‑initiated workflow through IT, logging all customer questions, requests and problems and track status and work notes through to resolution
• Install, support and maintain computer desktops, laptops, printers and any related hardware and software, to include asset tracking
• Provide daily reporting of pending issues and high priority incidents and notify supervisor if assistance is required
• Create, maintain and disable Google Workspace accounts and groups, including OKTA and VPN
• Create and maintain a software image for all Windows based PCs

• 2+ years of experience in a similar field.
• Ability to exercise patience and professionalism during challenging situations.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize issues.
• Strong problem‑solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to work responsibly with or without direct supervision; thrive in a fast‑changing, collaborative environment where people are driven, enthusiastic, and not afraid to take risks.
• Ability to communicate technical information to non‑technical personnel. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

• Associate degree or equivalent business/industry training and experience required with knowledge of restaurant systems preferred. A+ and Network+ certifications are preferred.

• Must have flexibility to work varying scheduled shifts within a 24 hour x 7 day operation. Experience with MS Office and Google business applications (docs, sheets, drive, mail, calendar, chat), customer service support or equivalent is required. Familiarity with Incident Management processes.
• Knowledge of computer hardware diagnostics and resolution which may require Power Shell or Google AppScript.
• Proficient with VOIP phone…