Help Desk Technician / Enterprise Support Analyst

Job Title: Enterprise Support Analyst

Position Type: 3 Months Contract to Hire

Location: Coppell, TX 75019 (Hybrid work environment / 2 days home & 3 days at the office)

Description:

The Enterprise Support Analyst is responsible for providing timely and efficient Help Desk support to maximize operational efficiency and minimize the impact of system problems on our store team member and our guests.

Essential Functions / Major Responsibilities:

• Oversee the day-to-day tasks relating to assisting and remediating Help Desk tickets.
• Train and support unit managers and users on POS systems to ensure proper operation of equipment. --Oversee and maintain high quality of support to users of POS systems.
• Perform technical analysis and troubleshooting of POS including resolving hardware/software related technical problems.
• Oversee preparation of POS database, items, recipes, prices, tare weights prior to POS installation.
• Provide a calming influence in tense situations by providing confident, effective resolution to store system issues.
• Work with vendors with warranty and RMA processes for equipment repairs.
• Troubleshoot and resolve store network issues.
• Assist with other store systems as needed.

Required Skills / Abilities / Competencies:

• Excellent written and verbal communication skills with all levels of the organization.
• Hands-on software and hardware troubleshooting experience.
• Self-starter with ability to work independently.
• Naturally personable with a friendly attitude in the face of adversity.
• Attention to detail while working in fast-paced environment with multiple projects.
• Ability to work cross-functionally and to coordinate communication across diverse work groups.
• Interest in working in a fast-growing environment with changing responsibilities.
• Proven analytical and problem-solving abilities.
• Adept at reading, writing, and interpreting technical documentation and manuals.
• Ability to conduct research into hardware and software issues and products as required.
• Ability to present ideas and solutions in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Skilled at working within a team-oriented, collaborative environment.
• Promote the culture, values, and mission of the company.

Education and Experience:

• A Bachelor's degree in Information Technology or Business, preferred.
• At least three (3) years' experience in a Help Desk support role providing technical support.
• Restaurant industry knowledge/background with hands-on, user-level Point-of-Sale (POS) experience.
• Brink POS experience is preferred.
• QSR-Quick Service Restaurant experience is preferred.
• Strong skills and proficiency level in troubleshooting, support, analysis, and resolution.
• Must have experience supporting external end-users with software, hardware and/or basic networking related issues.
• Good knowledge of networking topologies, computer operating systems.
• Advanced knowledge/experience with Microsoft Office programs is required.
• Must be flexible in scheduling and could work various shifts/schedules including nights, weekends, and holidays; overtime may be necessary to complete tasks.
• Must be highly reliable with a stable work history, punctual and dependable.
• Personal passion for health and fitness is a plus.

Work Environment:

• The environment requires the team member to work inside.
• May on occasion be exposed to loud sounds and distracting noise levels, such as from office equipment.
• May be requested to work weekends for special events.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift-up to 15 pounds at times.

Travel Required:

• None.