It Support Tech I

Benefits:

• 401(k)
• Bonus based on performance
• Health insurance
• Paid time off
• Vision insurance

If you are looking for excellent benefits, unique perks, and an employee-focused culture based on opportunity, coaching and development, and opportunities to grow with the business...P. Terry's Burger Stand is the employer of choice.
P. Terrys is accelerating its growth around Texas! Supporting the companys growth through continuing to build a best-in-class Home Office and Culture team will be critical to its success. We offer excellent perks and benefits, free burgers and are known for our incredible workplace culture.
Job Overview
The IT Support Tech II role is an Austin, TX based IT function with the responsibility of satisfying IT requests from the P. Terrys Home Office and P. Terrys Burger Stands. The requests may include on-site or remote support of approved P. Terrys technologies. The IT Support Tech I role will be the primary contact for all IT related issues, upgrades and maintenance during Burger Stand Operational hours. Due to the nature of this role, travel will be expected.
This position will be on a rotating on-call schedule of a one-week-on one-week-off nature. While on call, you are expected to handle and resolve all priority 1 issues, while troubleshooting and properly assigning priority 2 & 3 issues.

Responsibilities and Duties

1. Documentation The IT Support Tech will be the front line of IT Support/Help Desk at P. Terrys and their main responsibilities will be to ensure ALL service request are documented through the troubleshooting lifecycle within our Information Technology Service Management System. This responsibility is a key part of the IT Support Role.
2. Troubleshoot computer hardware, software, and network issues Diagnose and resolve end-user technology-based issues. Some expected areas of troubleshooting consist of (but are not limited to): PC hardware, business software, network hardware & software, POS hardware & software, camera-based issues. etc.
3. Managing P. Terrys Burger Stands Home Office and Burger Stands networks, servers, and endpoints Provide on-site and remote IT assistance to P. Terrys Burger Stands Home Office and Burger Stands approved software and hardware. Direction will be provided by the Director of Information Technology.
4. Answer IT tickets, emails, and telephone requests for service Repairing P. Terrys Burger Stands Home Office and Burger Stand environments, taking images of issues, document support processes within internal IT ticket system, containing threats, and restoring services both on-site and remotely.
5. Creating departmental documentation on support processes Assists IT Department in creating materials for end-user frequently asked questions and technical FAQ sheets. Creating Knowledge Base articles for the internal IT Team to utilize when troubleshooting issues. Documenting configuration and IT asset information for the entire business.
6. Planning and executing projects for P. Terrys Burger Stands Home Office and Burger Stands Including upgrades, deployments, migrations, and installations.'
7. Upholds and promotes P. Terrys Operating Principles

Education and Experience

• At least 2 years of IT related courses at a college institute or proof of completion of two of the following IT Certifications: CompTIA A+, Network+, Server+, Security+, ITIL 4 Foundations, ITIL 4 Create Deliver and Support, Associate Azure Administrator
• At least two years of IT experience handling IT Support, IT Project Implementation, and/or Network/System Administration
• At least two years of experience working with a Help Desk or ITSM system for ticket documentation .

Knowledge and Skills

• Proficient in or ability to learn functional software, such as Point-of-sale Systems, Physical Security Systems (Camera, Alarm, Access Control), Cater ease, HRIS(s) , Back of House Restaurant Management Software (i.e. CTUIT), CareerPlug, Adobe Fill and Sign, etc.
• Proficient in Microsoft Office Suite (e.g., Azure, Outlook, Word, Excel, PowerPoint, etc.)
• Proficient in an Information Technology Service Management System (i.e. ConnectWise Manage, Spiceworks, etc.), Remote Management Software (i.e. Connectwise Control, LogMeIn, etc.), and Network Management Software (Cisco, Fortinet, or Ubiquiti Suites).
• Self-motivated, personable, outgoing, organized, hospitality focused, YES mentality
• High integrity (always do the right thing)
• Exceptional planning and time management skills
• Responds promptly and professionally to email and phone calls.
• Ability to identify, troubleshoot and resolve a wide range of technical computer-related problems
• Ability to be self-directed and work effectively in a remote environment
• Exhibits dedication and thoroughness while still meeting deadlines
• Has excellent communication, customer service, and interpersonal skills: verbal and written
• Has excellent problem-solving skills
• Proven ability to make judgment calls, especially as they relate to understanding P. Terrys cultures, mission, and operating principles.
• Proven ability to make judgment calls and sound, ethical decisions displaying a heightened level of responsibility, confidentiality, integrity, and professionalism.

Other Requirements

• Up to 70% travel may be required, drivers license is required for this position.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing, or walking.