Help Desk Analyst

Job Summary And Scope

Perform a variety of technical problem analysis for systems and applications provided to technology users by the Information Technology (IT) department ensuring prompt and efficient resolution. Help Desk analysts are the primary point of contact for all users of technology seeking technical assistance.

• Provide support and resolve technical issues to end users.
• Log and track requests for assistance utilizing approved call‑tracking software.
• Maintain lines of communication with technology users and technical staff to communicate the status of problem resolution.
• Triage and escalate level 2, 3, and emergency calls to appropriate technical staff or outside vendor as necessary.
• Participate in the preparation of procedure manuals and documentation for end‑user and help desk reference.
• Track user problem trends and make recommendations for proactive solutions and improvements to the Help Desk Supervisor.
• Assist in training new help desk personnel by providing backup coverage.
• Prioritize workload based on the severity of issue and customer need.
• Write clear and effective correspondence to technology users as necessary.
• Perform a variety of complicated tasks and perform other duties as assigned.
• Installation and repair of network cabling in restaurants.
• Installation/Replacement of computer equipment in restaurants.

• Strong verbal and written communication skills, with the ability to communicate effectively with personnel at all levels in the organization employing a high degree of tact and diplomacy to promote a positive image of the department.
• Customer service skills including telephone responsiveness, intermediate typing and technical troubleshooting skills.
• Possess self‑initiative, positive attitude, and ability to work well within a team environment.
• Possess prior experience, training and the ability to apply problem‑solving skills to resolve technical issues.
• Previous working knowledge in the establishing and accomplishing of departmental/professional goals.
• Working knowledge of PC hardware and software.
• Ability to work flexible shifts, including nights, holidays, and weekends.
• Ability to multi‑task and prioritize all technical issues that arise.
• Associate degree in an IT related field such as computer information systems.
• Previous work experience in the restaurant industry preferred, but not required.

Previous experience in the field or in a related area plus a degree in an IT related field required. Professional certifications a plus, but not required.

• Most possess and maintain a valid driver’s license.
• This position will require travel (sometimes overnight) for break/fix and new installations. Must have reliable transportation.
• Must successfully clear the background (including MVR) and reference checking process.