MSIT Help Desk Tier 1 Specialist

Overview

As a member of Tier 1 helpdesk support
, you will be responsible for delivering service and support to help with troubleshooting to the in-store users/store owners (customers), with quick response and follow up until resolution. You will utilize basic technical knowledge to support IT initiatives and provide a first-level technical support of Marco's stores and infrastructure: credit card readers, POS, printers, phone services, and internet of things.

Working with support center staff and franchisees across the country through phone and email, creating and managing inbound user support requests, and escalating support issues as needed within the IT support Team/vendors, the Tier 1 Helpdesk support will serve as a frontline support for support staff, as well as act as Vendor Support Specialists and will participate in an after hours / on-call support rotation schedule.

The Tier 1 Helpdesk Support functions as a system administrator for several network services and applications. This position also provides support by performing ad hoc, and routine data pulls to be used in various analyses and reports. Utilizing our ticketing system and maintaining documentation.

If you are passionate about people, pizza and thrive in a performance-driven culture, we want you on our team!

• Serve as the first point of contact for in-store users/store owners (customers) seeking technical assistance via phone, e-mail, or occasionally, in person.
• Diagnose, research and resolve tier 1 technical hardware and software issues.
• Effectively advise and assist in-store users/store owners (customers) on appropriate action.
• Provide accurate information on IT products and services.
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Support menu and recipe management by using tools built into POS systems to make changes to prices, offers, and recipes for stores as needed.
• Maintain the highest possible level of customer service to our in-store users/store owners (customers).
• Manage some website administration by adding or changing information listings for stores on website and mobile applications (Join Our Team).
• Answer calls and emails from franchisees regarding issues with the system on topics including questions regarding reports, troubleshooting food cost issues in a store, setting up new employees, auditing store sales, pulling information or reports and more.

Required:

• High school graduate or equivalent experience
• 3-5 years of experience with POS systems or equivalent IT experience
• 2 years’ experience on supporting Windows Server, Windows Domain, and Windows OS 7/10 Desktops, and MS Office Suite of products
• Experience working in a support request ticketing system and managing/prioritizing workload and multiple support requests

Preferred:

• Bachelor’s degree in MIS
• Understanding of restaurant operations
• Ability to write SQL queries
• Familiarity with database design
• Experience supporting IT for retail and/or multi-site locations
• Experience supporting laptop/desktop computers/POS system hardware/software
• Working knowledge of PC hardware, network printing, VoIP phone systems, and troubleshooting
• Working knowledge and experience supporting Active Directory, DNS, DHCP
• Working knowledge and experience supporting Exchange Cloud and O365 technologies
• Working knowledge and experience supporting WAN/LAN/Cloud network technologies and infrastructure devices (i.e. Routers, Switches, Firewalls, VoIP – Cisco, Watch Guard, etc.)
• A+ CompTIA and/or N+ CompTIA Technical Certifications are a plus
• Bi-Lingual

• Experience with POS systems/Retail /Restaurant Management
• Intermediate Windows OS skill level
• Intermediate Access and Excel skills; ability to utilize tools to provide remote technical support
• Ability to manage time effectively under heavy workload and multiple projects
• Strong customer service skills
• Strong written communication skills with basic technical writing skills
• Highly organized self-starter with strong capacity for critical thinking, engagement, and responsive communication
• Positive attitude with our team, our customers, and our business
• Exceptional customer support and communication skills verbal and written
• Excellent attention to detail and committed to following tasks through to completion
• Ability to multitask in a fast-paced environment with competing priorities