IT Help Desk

Overview We are seeking a Deployment Support Analyst (DSA) to provide technical support for restaurant technology deployments and operational support programs. This role is responsible for troubleshooting technology issues, supporting deployment initiatives, documenting resolutions, coordinating with vendors and service teams, and ensuring a high level of support for business operations.

The ideal candidate has strong technical troubleshooting skills, help desk experience, and a customer-focused mindset. This role offers the opportunity to work closely with technology, operations, and business partners while supporting critical technology systems and deployment activities.
Responsibilities Technical Support & Troubleshooting

• Provide remote support for restaurant technology systems and deployment activities
• Troubleshoot hardware, software, application, and operational issues
• Serve as a technical resource for deployment and proactive support initiatives
• Identify root causes of recurring application issues and system defects
• Document troubleshooting procedures, resolutions, and best practices for team use
• Assist less experienced analysts with technical problem resolution

Deployment & Operational Support

• Support Deployment, ECARE, and RTO programs
• Coordinate issue resolution with Service Desk teams, vendors, and business partners
• Monitor incidents and ensure timely resolution of support requests
• Support technology rollouts, deployments, and operational initiatives
• Maintain technical knowledge of supported systems and applications

Customer Service & Communication

• Deliver exceptional customer support through professional and timely communication
• Analyze customer workflows and operational challenges
• Translate customer issues into actionable support and technical requirements
• Provide timely updates regarding issue status and resolution
• Build positive relationships with customers and internal stakeholders

Analysis & Continuous Improvement

• Analyze trends, incidents, and recurring issues
• Partner with reporting and problem management teams
• Recommend process improvements and operational enhancements
• Contribute to documentation and knowledge management initiatives
• Support special projects and additional responsibilities as assigned

Required Qualifications

• Minimum of 1 year of customer service experience
• Strong technical troubleshooting and problem-solving abilities
• Understanding of computer systems, operating systems, and technical support fundamentals
• Strong organizational and multitasking skills
• Excellent verbal and written communication skills
• Ability to work independently and prioritize multiple responsibilities
• Ability to learn new systems, applications, and technologies quickly
• Willingness to participate in night and weekend support rotations

Preferred Qualifications

• Degree in Computer Science or related field, or equivalent experience
• Minimum of 1 year of Help Desk or Technical Support experience
• A Certification or equivalent technical experience
• Network Certification or equivalent technical experience
• Knowledge of:
  • Operating system commands
  • Scripting fundamentals
  • Windows environments
  • Network troubleshooting concepts
• Experience supporting enterprise, retail, hospitality, or restaurant technology environments
• Experience working with vendors and external support providers

Key Skills

• Help Desk Support
• Technical Troubleshooting
• Incident Management
• Customer Service
• Root Cause Analysis
• Application Support
• Deployment Support
• Vendor Coordination
• Problem Management
• Documentation & Knowledge Management
• Network Fundamentals
• Technical Communication