IT Support Technician
Company: TEKsystems
Location: Englewood
Posted on: April 24, 2024
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Job Description:
Description:Candidate will be a member of our Help Desk team,
operating 7 days a week from 6am - 11pm. This role will include a
varied shift schedule (typically scheduled 3 weeks at a time) that
will include 5 days on 2 days off for 40 hrs/week; nights and
weekends WILL be a part of these schedules so candidate must be
willing to work these hours and have flexibility as schedule
changes regularly.Team provides support to store/restaurant
locations across the United States (approx 500+) Store locations
submit ticket request through ServiceNow; requests are managed and
addressed by team who connect with end user via outgoing phone call
to provide support for POS, KDS, applications, printers and other
peripherals, restaurant office desktop (minimal), iPads (minimal),
network supporting these devices (NOT store building network)CLIENT
JOB DESCRIPTION:This person must be flexible on their schedule. The
Support Help Desk operates 7 days a week from 6am-11pm. This
individual must be okay working weekends and not Monday through
Friday. The first 3-4 weeks will be onsite for training, then it
will go fully remote.Physical hardware support with POS, handheld
Androids, docking stations, Ziosk, iPads, Printers, Sticky Media,
POS printer and back office printer. Outside of hardware support,
this individual will be taking tickets in ServiceNow and supporting
restaurants with issues. If there is something at the restaurant
they can't solve, they schedule technicians to go onsite.Summary
StatementThe IT Support Analyst position is responsible for
ensuring restaurant team member satisfaction by providing technical
support via telephone, email and personal interaction for hardware,
software, and connectivity related incidents. They will provide
real time ticket updates and effective communications for
Restaurant Managers and Field Operations Management. The IT Support
Analyst will provide support for the IT systems, including
hardware, software and POS related incidents. This includes
troubleshooting/investigating, diagnosing, and resolving issues
such as POS transaction log corruption, credit card processing
issues, POS/AMOB connectivity/functionality issues, network
connectivity of POS devices, Ziosk, Back Office Servers and other
VMs. They will provide updates to menu item availability for
Restaurant Managers. Timely updates of Restaurant Closures, Hours
of Operations, and Restaurant status to ensure OLO, and Google
accurately reflect the operational status of the restaurant. They
will reprocess any end of day business processes each morning that
did not complete automatically to ensure accurate reflection of
prior days sales activities. They will work escalated tickets from
our outsourced customer service team. They will escalate and
communicate unresolved incidents and problems to the appropriate IT
group for additional investigation and resolution. The IT Service
Desk is staffed 6AM to 11PM 7 days a week, therefore schedule
flexibility is a must.1. Provide excellent customer service by
troubleshooting, effective communication and first time resolution
while using theticketing system2. Identify recurring issues by
reviewing ticket history in an effort to provide long term
resolution of issues.3. Maintain and develop Knowledge Management
information to continually increase the number of incidents or
service requests that can be handled by the end user or IT Support
personnel.4. Collaborates with other IT teams to identify ways to
increase support response time and end user satisfaction.5. Ensures
compliance with all IT controls and interpretations of the IT
Information Security Director including, but not limited to SOX,
PCI and HIPAA6. Coordinate onsite technician visits at the
restaurants that require onsite technical expertise to resolve
issues and provide the needed direction to the technician as well
as complete testing to ensure resolution of the reported
issue.Skills:Help desk support, Help desk, Support,
Troubleshooting, Customer service, Hardware, Phone support,
Application support, Windows 10, Microsoft office, service desk,
office 365, printer support, pos, retail pos, Servicenow, Technical
support, network support, aloha, active directoryTop Skills
Details:Help desk support,Help
desk,Support,Troubleshooting,Customer service,Hardware,Phone
support,Application support,Windows 10,Microsoft office,service
desk,office 365,printer supportAdditional Skills & Qualifications:-
Experience with POS (Aloha) and KDS (kitchen delivery system, uses
QSR) a plus- Experience working in restaurant or retail clients
that utilize POS, even if outside of IT (i.e. as a server or sales
associate) is a plus- Experience in/comfortability with working
remotely a plus- Must have a learning mentality, not be afraid to
jump in and handle tickets, NOT BE AFRAID TO ASK QUESTIONS -
getting issues resolved correctly and in a timely manner is TOP
PRIORITYExperience Level:Entry Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas
and solutions to take advantage of a new world of opportunity. We
are a team of 80,000 strong, working with over 6,000 clients,
including 80% of the Fortune 500, across North America, Europe and
Asia. As an industry leader in Full-Stack Technology Services,
Talent Services, and real-world application, we work with
progressive leaders to drive change. That's the power of true
partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all
applications without regards to race, sex, age, color, religion,
national origin, veteran status, disability, sexual orientation,
gender identity, genetic information or any characteristic
protected by law.
Keywords: TEKsystems, Denver , IT Support Technician, Professions , Englewood, Colorado
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