IT Help Desk Technician

Title: IT Help Desk Technician

Location: CSC/ Hybrid

Job Responsibilities

Provide support to all divisions of Eat’n Park Hospitality Group on all company supported applications and hardware. Troubleshoot computer problems and determine source and advise on appropriate action. 

·      Perform daily helpdesk tasks: Answer calls, respond to self service tickets, pc maintenance, WAN updates, troubleshoot circuits, write documentation, etc.

·      Troubleshoot, document, and report on helpdesk calls via HDesk (Manage Engine Service Desk)

·      Follow up on open tickets and escalate as needed

·      Answer questions in person and via phone on all company supported applications and hardware

·      Determine source of computer problems (hardware, software, user access, etc.)

·      Maintain testing systems in the lab environment

·      Support all video conferencing technologies

·      Setup and troubleshoot mobile technologies

·      Follow all security practices and policies

·      On call rotation once a month for a full week, handle emergency and Non-Emergency calls on the weekend via the answering service and respond to customers in the SLA times that have been communicated to Operations

·      Work with the POS or Infrastructure/Network Team within the IT department to complete projects where the helpdesk is assigned as a resource

·      Image and setup of new equipment (computers, time clocks, credit card machines, printers, POS equipment, etc.)

·      Perform hardware and software installations on site and remotely

·      Assist in openings/closings of locations across multiple states

·      Test software changes as needed

·      Ability to lift 35 pounds to move/setup equipment

Minimum Requirements

·      Customer service or hospitality experience a plus

·      Technical or helpdesk support experience

·      Ability to work independently or in a group

·      Working knowledge of operating systems

·      One-year certificate from college or technical school

·      Ability to effectively communicate and respond to questions from managers and customers.

·      Knowledge of Point of Sales systems a plus

·      Knowledge of PCI data security a plus

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

?Eat’n Park Hospitality Group is an equal opportunity employer. We focus on valuing our individual and group differences, making our teams stronger and more engaged. Diversity and inclusion have been a core value of ours for over 70 years.