Enterprise Support Specialist (IT Helpdesk)

POSITION SUMMARY

Provides technical support to 124 + restaurants users including, identifying, researching, and resolving problems in an effective and efficient manner. Work Directly for the Help Desk Manager to deliver solutions and support to the restaurants. After hours and weekend support availability recquired.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Participate in the daily activities of the Help Desk Support Group; (3rd or late shift/weekend support)
• Execute Help Desk Support priorities as directed by the Support Manager
• Support the coordination, management and updating of menu items and POS changes as directed by the Support Manager
• Administer new software upgrades and installations of MenuLink and Aloha as necessary
• Provide after-hours support through emails and voicemail
• Record, track, and document Helpdesk requests in the helpdesk logging tool while applying problem-solving processes, including all successful and unsuccessful decision made and actions taken through to final resolution
• Provide customer support through help desk protocols
• Other duties as assigned

Requirements

REQUIREMENTS

• High School diploma plus additional two years of technical training required
• Experience in a multi-unit environment is required; restaurant or retail experience highly preferred
• Prior experience with a Point of Sale system (Aloha preferred)
• More than 2 - 4 years of Information Technology experience

OTHER REQUIREMENTS

• Must have experience working in a Help Desk/Desktop Support group
• Creative in technical solutions and possesses strong-problem-solving skills
• Must be team player and willing to provide superior customer service
• Must have excellent communication skills with the ability to educate and inform user groups