Support Analyst, Corporate

Overview

The Corporate IT Support Analyst is responsible for directly and indirectly delivering efficient, effective, and high-quality technical support to corporate end users and above-restaurant leaders while meeting established service level agreements. The Corporate Support Analyst will work with minimal supervision, independently or with internal and outsourced technical teams to ensure QDOBA’s goals and KPIs related to outstanding customer service are met.

The Support Analyst is responsible for delivering appropriate and timely resolutions, and minimizing downtime from incidents, problems and changes. A strong technical background, strong data analysis capabilities, and excellent communication skills are a must. The Corporate Support Analyst may serve in an on-call rotation or provide evening, overnight, and/or weekend systems support as required.

KEY DUTIES/RESPONSIBILITIES:

• Investigate, troubleshoot, and resolve moderately complex to complex incidents and problems.
• Fulfill service requests for hardware, software, configuration changes or corporate event readiness.
• Work with corporate and above-restaurant end-users, technicians, or vendors either in-person or remotely to troubleshoot, configure, resolve problems, and ensure system availability.
• Follow standard and established operating procedures; keep accurate record of problems, troubleshooting steps, root cause and resolution following established protocol; observe appropriate operating process and security policies.
• Ensure policy adherence and business compliance throughout the support process; including, but not limited to, Personally Identifiable Information (PII) and Payment Card Industry (PCI DSS).
• Aid in the development of policies and procedures required for reliability, security, and compliance.
• Participate in or lead various department projects, including product evaluations, hardware / software upgrades and/or deployments, system configuration changes, conference room updates, et al.
• Configure hardware and software. Assist with scripting as needed to resolve or enhance the computing environment; undertake small programming projects as required (e.g., installation, configuration, and automation of software).
• Contribute to a technical knowledge base for incident management, problem resolution and training. Create or enhance support documentation required for the introduction of new software, hardware, processes, or procedures.
• Research, analyze and make recommendations on hardware, software, telephony, and AV solutions to improve versatility, end-user experience and/or reduce costs.
• Remain technologically current with commonly used software, hardware, and other equipment.
• Maintain IT inventory and track purchasing based on historical and current needs.
• Provide hands-on AV support for high-profile brand events and executive-led conferences.
• Maintain high availability labs for internal testing and external development of restaurant systems.
• Assist call teams w/ maintaining their phone queues and auto-attendants.
• Manage employee onboarding and offboarding, including device recovery, provisioning, and user rights assignment in Okta, AD, and O365.
• Preserve, assist, and train in use of One Drive and SharePoint to ensure safety of user data.
• Perform other related duties, tasks and responsibilities as required, assigned, and directed.

Requires a high school diploma, G.E.D. or equivalent. A bachelor’s degree or associate degree in Computer Science, Computer Technologies or related field is preferred.

CompTIA A+, CompTIA Network+, and/or Microsoft Certified Preferred

• 3-5 years technical call center support or other related technical experience.
• 2+ years of systems administration experience with the following:
  Windows 10, Windows 11, Mac, Office 365, Okta, Active Directory, Azure AD and Endpoint Management (Intune).
• 1-2 years network diagnostics and problem resolution and/or network administration.
• Proven experience with a cloud email gateway or advanced security solutions such as Abnormal, Proofpoint, or Microsoft.
• Knowledge and experience of managing and supporting SASE solutions such as…