It Support Technician

• $50-60k per year + bonus!
• 100% Remote in the United States

Potbelly Sandwich Shops, where Good Vibes and Great Careers are a way of life! Come Build the Potbelly Nation with us.
Potbelly got its start in 1977 as a small antique store that turned into a lines-out-the-door neighborhood sandwich shop. Before you knew it, we were serving up delicious food in a fun environment at more than 400 shops across the United States.
We continue to wake up every day with one goal: Make people happy through good vibes and delicious craveable food. Put those awesome ingredients together, and there's no telling what we'll cook up next!
Medical, Dental, Vision, Domestic Partner Benefits, Spouse & Children Benefits, 401k with a match, Flexible Spending Account, Paid Time Off, Incentive Bonus Plan, Paid Holidays, Short-Term Disability, Long-Term Disability, Life/AD&D Insurance, Home office allowance, Cell phone allowance, Internet allowance, mileage reimbursement, AMEX travel card provided.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Job Title: IT Support Technician
Department/Function: Information Technology
Location: Support Center (Fully Remote)
Reports to: Senior Vice President, Chief Information Officer
Job Level - 1
Job Band - Specialist/Administrator
Full-Time
Exempt
Travel Requirements: Rarely
RESPONSIBILITIES

• The IT Support Technician must provide 'regular' or 'ad-hoc' support during regularly scheduled work shifts. In addition, the Technician is expected to provide 'on-call' support during holidays, and may exceed 40 hours per week. Additional hours may be required when ticket counts are higher.
• o 'Regular' and 'Ad-Hoc' support incudes answering phone calls and working tickets at all priority levels
• o 'On-Call' support includes answering phone calls, and working high-priority tickets
• The Technician must answer phone calls for IT support issues during their scheduled shifts, handling each call appropriately by providing information, resolution of the issue, or documenting the issue for later resolution.
• The Technician must manage a queue of work orders in the IT Support tracking system, prioritizing the tasks to be performed, updating the work orders with information about each support incident, providing updates back to the requestor and other interested parties, and resolving the issues within defined Service Level Agreements (SLAs). At times, the Technician may be required to assign open work orders to other team members to maintain the flow of support activities, and to hand off work orders or sub-assignments to other teams at the Potbelly Support Center.
• At all times, the Technician should follow the processes that have been defined for resolving support issues, including determining root cause of issues, following scripts to repair known issues, and collecting specified documentation for issues that will be handed off to other teams.
• The Technician is expected to support IT issues at the Potbelly Support Center, including, but not limited to:
• Windows desktop and related hardware and software issues, including Windows 10 and Microsoft Office
• MacOS desktop and related hardware and software issues (preferred skill)
• Local and networked printers
• User account setup using Active Directory and other tools
• Phones, email, and connectivity
• The Technician is expected to support IT issues at the Potbelly Shops, including, but not limited to:
• Windows desktop and related hardware and software issues, including Windows 10 and Microsoft Office
• Local printers and fax machines
• POS terminals, receipt printers, label printers, and other peripheral devices as introduced
• Tablets and specialty computers for training and order processing, including drive-thru displays
• User account setup using Active Directory and other tools
• Local cabling and power protection
• POS software (Aloha POS)
• Phones, email, and connectivity
• From time to time, the Technician may be required to work on special projects, including:
• Data entry to update shop configurations
• Research and resolution of missing or corrupted data
• Research and resolution of security or fraud issues
• Deployment of hardware and software updates
• IT-related support of projects performed by other teams at the Potbelly Support Center

EDUCATION, EXPERIENCE, AND BEHAVIORS
The Technician must:

• have an Associate or Bachelor's degree, plus relevant technical certifications and/or 1-2 years of experience in information technology, including experience in an information technology help desk and/or troubleshooting and issue resolution.
• have a solid understanding of how to support, troubleshoot, and repair the systems described in Responsibilities.
• have experience installing hardware and software in new and existing sites.
• represent the Potbelly Way and our Values and always represent Potbelly in a professional manner.
• have a strong customer service attitude, empathy for our support customers, and the ability to work with non-technical people in a positive and encouraging way.
• be able to communicate effectively by telephone, email and in person.
• be self-motivated and have the independence, initiative, and desire to achieve.
• have an approach to work which is conscientious and methodical, with a strong work ethic using an efficient approach, and the ability to see tasks through to completion.
• have strong time management skills, with the ability to respond to service calls quickly and efficiently while adjusting priorities.
• can exercise good judgment in decision making and problem solving.
• have the flexibility to maintain our support and project schedules
• support the other members of the team by a willingness to share responsibility for issues, back each other up, and contribute to a positive, friendly work environment.
• provide personal home work space, broadband connection, and the ability to receive telephone calls; a smart phone (iOS or Android) is required for some support tasks.

Preferred candidates will have:

• Work experience in hospitality technology, especially 1-2 years of experience delivering technical service in a restaurant environment.
• A combination of both computer skills and restaurant operation knowledge.
• Experience using and configuring touch screen POS Systems, especially the Aloha POS system.