IT Helpdesk Analyst

LEVEL 2 IT HELPDESK ANALYST RESPONSIBILITIES

• Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.
• Troubleshoot and resolve issues related to restaurant, field or corporate technology (i.e., connectivity issues, software upgrades, etc.)
• Consult with field service technicians, support vendors and management as needed to resolve issues.
• Initiate service orders to dispatch technicians to resolve technology or facility issues not able to be resolved remotely.
• Log all details into the ticket management system.
• Complete password reset requests.
• Assist with questions / training related to technology and applications
• May be required to visit restaurant locations for onsite troubleshooting and hardware / software installation or replacement.
• Performs duties as required for store openings, Restaurant Support Center, etc.; assists in transfer, sales and / or disposal of equipment.
• Performs other job-related duties as may be assigned or required.

• Windows 10 / 11 Troubleshooting Knowledge
• Active Directory / Azure Experience
• PC Hardware Troubleshooting and Repair
• Basic computer networking experience (DHCP / DNS / VPN)
• Microsoft / Office 365 Experience

• 2+ years experience performing help desk support in a corporate or restaurant environment
• Networking : 1 years (Preferred)

• Excellent interpersonal skills with strong customer-service focus and high level of initiative; proactive.
• Ability to define goals, meet urgent deadlines, organize and prioritize projects exceeding expectations.
• Excellent verbal communication skills. Bi-lingual (Spanish / English) preferred.
• Ability to learn and support new systems and applications
• Irregular hours or periodic overtime as necessary.
• May require on-call shifts.
• Must be able to lift 50 lbs., bend, stretch, stand for extended periods of time, climb stairs and / or ladders, reach, twist, sit, walk, and / or run.
• Requires a valid driver’s license with an acceptable driving record pursuant to company policy

• Full-time (40 hours, possible overtime)
• Role is based at the Restaurant Support Center in Pomona, CA

Akash Management, LLC is a restaurant leading company while doing business as Carl’s Jr, Pieology Pizzeria, Wingstop, Jamba, Arby’s and Kentucky Fried Chicken. Our Commitment to Winning : “We outperform everyone in everything that we do with the relentless hunger to always be on top…” We constantly innovate, use technology, and employ a highly trained work force that is focused on delivering the best restaurant experience for our guests.