Desktop Support Analyst

Overview

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. RBI is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS.

Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities. RBI is committed to growing the TIM HORTONS, BURGER KING, POPEYES and FIREHOUSE SUBS brands by leveraging core values, employee and franchisee relationships, and community support.

• Triage, assign and troubleshoot incident tickets for affected clients and end users
• Document solutions to all incidents and add to the department KMDB
• Assist the Helpdesk as Level 2 support for all End user technology platforms and interfaces
• Assist the Helpdesk as Level 2 support for all hardware configurations of End user technology platforms and interfaces
• Apply software changes and make configuration changes for new devices, new sites, and existing sites
• Validate hard drive image changes for the Helpdesk for replacement on all supported systems
• Track and maintain hardware/software inventory for all end user systems and hardware
• Ensure tickets are closed in a timely manner maintaining SLAs and escalating to leadership or next level support where required
• Assist with approved installation and software modifications for all applications associated with end user systems
• Other duties as assigned

• Associate’s degree in computer related field required, Bachelor’s Degree preferred or equivalent experience
• 2+ years in service/help desk, field services, smart hands or deskside support
• 2+ years Windows Operating Systems required
• 2+ years diagnosing hardware/software conflicts, hardware components, and testing of hardware failures is required
• 1+ year Networking concepts is required
• Ability to learn software applications with minimal training is required
• Proficient use of Microsoft Teams, Office and 365 products and some administration
• Excellent understanding of Remote support software, such as SCCM, Intune, Team Viewer
• Experience and ability to understand data flow processes
• Familiarity with Microsoft DOS and Power Shell scripts
• Certifications in AWS, ITIL, or related technical fields a plus

Base salary range of $50,000 – $60,000 USD. Base salary for this position may vary based on relevant factors such as experience, education, location, and skills.

This position is benefits eligible and offers a comprehensive package: health benefits (medical, dental, vision and life insurance) offered upon hire date; fertility benefits to support family planning needs; a 401(k) plan with Company match available after the first year of service; time-off programs (PTO, sick leave, Company-observed holidays, and parental leave); short-term and long-term disability insurance; and telemedicine & mental wellness support.

Eligibility requirements apply to certain benefits and resources, and may vary based on job classification, location, and length of employment. We are equally committed to professional development, offering various learning and development courses. Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment.

Accommodation is available for applicants with disabilities upon request.