Technical Support Administrator

Cooper’s Hawk Winery & Restaurants is seeking an experienced Helpdesk/Technical Support Administrator to provide first class technical support to our restaurants and Restaurant Support Center team members.

The hours for this position are on a flexible rotating schedule.
This role is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL.

• Problem & Incident Management:
  Log, respond to, and ensure timely closure of incoming problems and incidents to multi-state restaurants and Restaurant Support Center by email, phone, chat or via Fresh service
• Troubleshooting:
  Diagnose and resolve PC, POS, technology infrastructure and Business application incidents, ensuring issues are addressed in a timely manner. Issues include, but not limited to, configuration, installation, and ongoing maintenance of workstations, business 3rd party and in-house applications, point of sale, network equipment, operating systems, printers, internet connections, telephones, and mobile devices
• Escalation Management:
  Escalate complex issues to support supervisor, application support teams or 3rd party resolver groups as appropriate.
• Hardware / Software management:
  Assist with the installation, configuration, and maintenance of hardware and software. Process requests for hardware and software in line with department policies. Image new or re-purposed workstation equipment as necessary
• Documentation Management:
  Maintain documentation of helpdesk interactions including details of enquiries, troubleshooting steps and resolutions to facilitate knowledge sharing and process improvement. Create and update Knowledge Base articles and How-To training materials
• Communication:
  Respond to all tickets, inquiries, and incidents in a thorough, careful, efficient manner, using proper grammar and spelling, using a kind helpful tone, respecting the company’s vision and values
• Inventory Management:
  Maintain an accurate inventory of all hardware assets, supplies and software licenses
• User Account Management:
  Facilitate onboarding and offboarding of team members, including provisioning and deprovisioning of software accounts, access requests and additional software requests in line with IT policies
• Assist with basic team member training and “how to” guidance for in-scope applications and systems.
• Assist the testing and timely application of all critical software/Operating System updates and patches within the organization
• Provide evening and weekend on call coverage
• Manage vendors and MSPs delivering on-site maintenance services, and work with other IT teams to ensure delivery of quality service
• Occasional travel to local restaurants for support or new deployments
• Assist in the creation of IT Operations processes and procedures, ensuring adherence to operational KPIs and SLAs.

• 3+ years of experience working on a corporate helpdesk
• Adaptability and learning:
  Willingness to adapt to new technologies, and keep pace with changes in Restaurant technology
• Hardware:
  Demonstrable understanding of desktops, laptops, POS devices, networking, and peripherals.
• Excellent troubleshooting skills including the ability to systematically identify and follow a set of steps to resolve a problem or incidents.
• Excellent customer service skills, and a passion for helping others
• Strong knowledge & proficiency of Microsoft desktop environments and software including Microsoft Office 365, Active Directory and Security suites.
• Operating Systems: 3+ years Windows administration experience
• Understand basic networking concepts (e.g. TCP/IP, DHCP, DNS) and troubleshooting techniques.
• Excellent technical and business verbal and written communication skills
• Strong organizational, time management, and prioritization skills
• Communication
  
  Skills:
  
  Open, visible, and approachable. Effectively communicate highly technical in nontechnical business terminology.

• COMPTIA A+, Network+, or ITIL certifications a plus
• Experience working in a multi-unit hospitality environment

• Must be able to lift at least 40 lbs. and sit for extended periods of time

Compensation Range: $55,000-$66,000.…