It Help Desk

POSITION SUMMARY:
Provide technical support and assistance for incoming inquiries and issues related to computer systems, software, and hardware. This level II support is the second point of contact in resolving technology questions or issues. Guide individuals through the problem-solving process. Ensure proper routing and redirection of problems to the appropriate resources. Escalate unresolved issues to the next level of support. Follow up with team members, give feedback, and ensure problems are resolved. Maintain up-to-date team member data and generate activity reports. Ensure proper documentation, recording, and closure of issues.
CORE RESPONSIBILITIES
Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences.
• Provide support for IT systems to allow our Team Members to provide unrivaled experiences for both guests and co-workers.

• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.

Family: Work together to make everyone feel at home, and we step up when someone needs help
• Assist with driving technology adoption throughout the organization with new hardware and software solutions.
• Assist with training in basic IT hardware and software operations, across users of all levels of IT skill.
• Effectively and communicate on multiple platforms with team members both at restaurants and throughout our multiple office locations.
• Identify, track, and escalate issues to internal teams and system owners for resolution.
• Assist with projects on an as-needed basis, collaborating with project teams and stakeholders as required.
Greatness: We're obsessed with being the best and work hard to continuously improve. Our greatness is rooted in Quality, Service, Attitude and Cleanliness
• Perform hardware and software troubleshooting across the entire organization.
• Log and track all work in a ticketing platform.
• Assist with the documentation of Help Desk procedures and troubleshooting techniques.
Energy: We move with urgency and passion, while maintaining attention to detail
• Respond to, follow up, and close all assigned IT/POS tickets in a timely manner.
• Direct third-party vendors with support and logistic activities remotely
• Assist co-workers with hardware and software installation across all locations.
• Multitask to resolve IT issues that impact our operations on multiple levels.
• Document steps taken to resolve issues and develop documentation for new issues as they arise.
• Utilize knowledgebase, FAQ's, teammates, and all other available resources to aid in incident resolution to resolve issues effectively and efficiently.
Fun: We entertain our guests, we connect authentically, and we make each other smile
• Assist internal IT security teams with identifying suspicious activity from internal and external threats.
• Assist with driving automation throughout the organization.
ORGANIZATION RELATIONSHIPS
IT Reports to Finance and the IT Department has 4 main groups, NSI, NRO, HDT and Restaurant Support. This position will be reporting to the HDT group of IT but will work alongside all of them. This position will be working with all levels of the Portillo's organization.
QUALIFICATIONS
Educational Level/Certifications
• Bachelor's Degree preferred but not required.
Work Experience, Qualifications, Knowledge, Skills, Abilities

• Ability to build relationships with partners at Restaurants, Restaurant Support Center and Portillo's Food Service
• Utilizes critical thinking to analyze highly technical issues and lead change at a rapidly growing organization.
• Effective communication and organizational skills. Communicate clearly and concisely while explaining technical concepts or coordinating with other departments.
• Ability to multi-task, prioritize tasks, and collaborate with others. Foster a positive team dynamic and encourage collaboration.
• Experience troubleshooting PC hardware and understanding and use of Windows Operating Systems (required)
• POS systems (NCR / Aloha) familiarity (preferred)
• Working knowledge of Microsoft Office 365
• ITIL 4 Certification preferred.
• Ability to support other applications: Teams Rooms, Office Printers, Office Monitor, Software VPN, Azure and user credentials management, access reviews, meeting support, Teams Channel management, VOIP phone administration.
• The ability to multitask and to work within a team to create solutions.
• Knowledge of Infrastructure cabling (LAN and Telephony) preferred.
• Working knowledge of networking and internet provided hardware.
• The ability to effectively communicate technical ideas to users of all experience levels.
• Understands criticality of equipment and or application as it relates to restaurant operations.

Requirements

• Travel: Occasional travel to restaurants may be required 15%.
• Location: Position is requirement to office M-F in Oak Brook, IL
• Hours: Rotate on-call schedules that will require weekend or holiday to support our restaurants.