IT Support Technician

Company: TEKsystems
Location: Englewood
Posted on: April 24, 2024

Job Description:

Description:Candidate will be a member of our Help Desk team, operating 7 days a week from 6am - 11pm. This role will include a varied shift schedule (typically scheduled 3 weeks at a time) that will include 5 days on 2 days off for 40 hrs/week; nights and weekends WILL be a part of these schedules so candidate must be willing to work these hours and have flexibility as schedule changes regularly.Team provides support to store/restaurant locations across the United States (approx 500+) Store locations submit ticket request through ServiceNow; requests are managed and addressed by team who connect with end user via outgoing phone call to provide support for POS, KDS, applications, printers and other peripherals, restaurant office desktop (minimal), iPads (minimal), network supporting these devices (NOT store building network)CLIENT JOB DESCRIPTION:This person must be flexible on their schedule. The Support Help Desk operates 7 days a week from 6am-11pm. This individual must be okay working weekends and not Monday through Friday. The first 3-4 weeks will be onsite for training, then it will go fully remote.Physical hardware support with POS, handheld Androids, docking stations, Ziosk, iPads, Printers, Sticky Media, POS printer and back office printer. Outside of hardware support, this individual will be taking tickets in ServiceNow and supporting restaurants with issues. If there is something at the restaurant they can't solve, they schedule technicians to go onsite.Summary StatementThe IT Support Analyst position is responsible for ensuring restaurant team member satisfaction by providing technical support via telephone, email and personal interaction for hardware, software, and connectivity related incidents. They will provide real time ticket updates and effective communications for Restaurant Managers and Field Operations Management. The IT Support Analyst will provide support for the IT systems, including hardware, software and POS related incidents. This includes troubleshooting/investigating, diagnosing, and resolving issues such as POS transaction log corruption, credit card processing issues, POS/AMOB connectivity/functionality issues, network connectivity of POS devices, Ziosk, Back Office Servers and other VMs. They will provide updates to menu item availability for Restaurant Managers. Timely updates of Restaurant Closures, Hours of Operations, and Restaurant status to ensure OLO, and Google accurately reflect the operational status of the restaurant. They will reprocess any end of day business processes each morning that did not complete automatically to ensure accurate reflection of prior days sales activities. They will work escalated tickets from our outsourced customer service team. They will escalate and communicate unresolved incidents and problems to the appropriate IT group for additional investigation and resolution. The IT Service Desk is staffed 6AM to 11PM 7 days a week, therefore schedule flexibility is a must.1. Provide excellent customer service by troubleshooting, effective communication and first time resolution while using theticketing system2. Identify recurring issues by reviewing ticket history in an effort to provide long term resolution of issues.3. Maintain and develop Knowledge Management information to continually increase the number of incidents or service requests that can be handled by the end user or IT Support personnel.4. Collaborates with other IT teams to identify ways to increase support response time and end user satisfaction.5. Ensures compliance with all IT controls and interpretations of the IT Information Security Director including, but not limited to SOX, PCI and HIPAA6. Coordinate onsite technician visits at the restaurants that require onsite technical expertise to resolve issues and provide the needed direction to the technician as well as complete testing to ensure resolution of the reported issue.Skills:Help desk support, Help desk, Support, Troubleshooting, Customer service, Hardware, Phone support, Application support, Windows 10, Microsoft office, service desk, office 365, printer support, pos, retail pos, Servicenow, Technical support, network support, aloha, active directoryTop Skills Details:Help desk support,Help desk,Support,Troubleshooting,Customer service,Hardware,Phone support,Application support,Windows 10,Microsoft office,service desk,office 365,printer supportAdditional Skills & Qualifications:- Experience with POS (Aloha) and KDS (kitchen delivery system, uses QSR) a plus- Experience working in restaurant or retail clients that utilize POS, even if outside of IT (i.e. as a server or sales associate) is a plus- Experience in/comfortability with working remotely a plus- Must have a learning mentality, not be afraid to jump in and handle tickets, NOT BE AFRAID TO ASK QUESTIONS - getting issues resolved correctly and in a timely manner is TOP PRIORITYExperience Level:Entry Level


About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Greeley , IT Support Technician, Professions , Englewood, Colorado