Help Desk Analyst

TRC is seeking a Help Desk Analyst I to join a fast-paced, customer-focused IT support team. This role is responsible for delivering exceptional technical support to restaurant locations and internal users by resolving technical issues and operational questions in a timely and professional manner.

Key Responsibilities:
Provide outstanding customer support through phone, text, and online interactions
Troubleshoot hardware, software, and system-related issues
Utilize ServiceNow ticketing system to document, track, and resolve support requests
Manage daily ticket queues to ensure timely updates and issue resolution
Use remote access tools, automation scripts, and monitoring platforms to support users
Follow established Standard Operating Procedures (SOPs)
Advocate for end users and drive issues through full resolution
Support departmental goals related to quality, customer satisfaction, and performance metrics
Contribute to knowledge base articles using KCS methodology
Collaborate effectively across teams and projects
Maintain excellent attendance and schedule adherence

Preferred Qualifications:
13+ years of Help Desk, Technical Support, or Call Center experience
Strong customer service and communication skills
Working knowledge of Microsoft Office Suite
Ability to work independently and prioritize tasks effectively
Strong troubleshooting and problem-solving abilities
Associates or Bachelors Degree in Information Technology, Computer Information Systems, Business, Marketing, or related field preferred