Support Analyst

JOB OVERVIEW:

The Support Analyst will diagnose and take correction actions for hardware and software incidents. The Support Analysts will respond, resolve, and document tickets in a timely manner according to established service level agreements or assigned completion dates. The Support Analyst will use tools, processes, training, and knowledge to meet objectives.

ROLES AND RESPONSIBILITIES:

• Provide tier 2 hardware and software technical support

• Support restaurant technology such as POS, kitchen systems, printers, and tablets

• Collaborate with third party vendors to resolve hardware and software incidents

• Write knowledge articles and documentation for service desk and business users

• Consistently enhance skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.

REQUIRED EXPERIENCE, TECHNICAL SKILLS, CERTIFICATIONS, & TRAINING:

• Proven ability to accurately diagnose, troubleshoot, and resolve a wide range of hardware and software problems.

• Proficiently troubleshooting Microsoft Windows client and server operating systems.

• Knowledge of core infrastructure services and functions (DNS, DHCP, TCP/IP, Active Directory, firewalls, etc.).

• Accurately determine when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure.

• Enter, update, and close tickets in an enterprise class incident tracking system. Update and close open tickets when the problem is resolved.

• Maintain a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our restaurants. Practice excellent customer service skills.

• Experience utilizing enterprise management systems to assist in remote diagnostics, problem resolutions, configurations, and software installations and upgrades.

REQUIRED EDUCATION LEVEL:

• Associate's Degree in Computer Science, Information Technology or a relevant field

OTHER KEY QUALIFICATIONS:

• Must be flexible to work weekends and on call rotation

• Experience interpreting and writing SQL queries

• Experience with support of web-enabled applications

• Minimum of 1 years supporting Windows Server operating systems

• Minimum of 3 years supporting Windows client operating systems

• Minimum of 3 years supporting networks

PREFERRED KNOWLEDGE, SKILLS, ABILITIES, EDUCATION LEVEL, & EXPERIENCES:

• CompTIA A

• ITIL V3 Foundation

• Knowledge of restaurant or retail business

PHYSICAL REQUIREMENTS (IF APPLICABLE):

• Not applicable

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