IT Help Desk Analyst

NOTE: THIS IS A FULL-TIME POSITION AND WILL BE FULLY ON-SITE AT OUR OFFICE IN FRANKLIN, TN.Candidates must have unrestricted authorization to work in the United States for any employer. This position is not eligible for visa sponsorship, transfer of sponsorship, or relocation assistance.

Position Summary: The IT Helpdesk Analyst I provide support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technicalassistancefor multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees whoencounterissues at the store level and provide support to escape or resolve those issues quickly.

This position isrequiredto be 100% inoffice. This positionadditionallyrequireson-call on a rotating, regular basis.

Communication and teamwork will be at the center of the role.

The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolved immediately.

The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an activelistenerand be able to respond and serve people’s needs.

The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team’s problems.

The IT Helpdesk Analyst I is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Essential Functions:
IT Helpdesk Representative (90%):

• Provides Level 1 basic ITassistancein resolving IT issues and documents the issue in the service desk ticket.
• Effectivelyidentifiesservice desk issues and resolves or escalates problems appropriately.
• Ensures high levelof end user satisfactionviasuperior customer service and verification of issue resolution.
• Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
• Supports the Service desk tools, processes, and vendor relationships as appropriate.
• Prioritizes work efforts and communicates with business units and end-users.
• Understands and can troubleshoot hardware and softwareissuesreal time to resolve issues related to end user IT equipment and resources.
• Configures, repairs,&maintains hardware for stores or office users and ships theequipmentas necessary.
• Provides shipping and trackingassistancefor all IT equipment.
• Utilizes basic hand tools to fix hardware or equipment.
• Helps the team keep workstation sand office area clean and organized.
• Assists with various projects, including with outside departmental members.
• Participates in the on-call,after hours schedule to aid stores and office users outside normal business hours.
• Participates in inventory tracking, counting, and organization.
• RemotelyassistsIT Field Services Technicians completing on-site troubleshooting.

• Evaluate whatare critical issues needed to keep store running.
• Answer main phone line for Restaurant Advocate to create critical/urgent tickets.
• Provide timelines for resolution, communicatingtoall parties involved throughoutlifecycle.
• Coordinated outside Vendor services performed, follow up.
• Coordinate areas of expertise with appropriate Subject Matter Experts to resolve issues.
  
  These departments include, but are not limited to:
• Store Operations – store supply, general maintenance/upkeep (trash, landscaping, snow removal, hood service, Uniform Orders, cake supplies, Food Vendor issues, Management of TUAU submissions and response, DQ
• Financial Data and Reporting - SPLH sales forecasting, Par Levels, Power BI scorecard reporting, Deposit issues, Bank concerns, Ceridian clock-in issues, Data Central inventory issues (critical counts, EOM inventory)
• Marketing - POP, signage (building, reader boards,…