What are the responsibilities and job description for the Support Analyst position at Darden RSC?
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:
REQUIRED EXPERIENCE, TECHNICAL SKILLS, CERTIFICATIONS, & TRAINING:
REQUIRED EDUCATION LEVEL:
OTHER KEY QUALIFICATIONS:
PREFERRED KNOWLEDGE, SKILLS, ABILITIES, EDUCATION LEVEL, & EXPERIENCES:
PHYSICAL REQUIREMENTS (IF APPLICABLE):
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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
#LI-DNP
#LI-Hybrid