Essential Functions Major Responsibilities Direct responsibility for day to day escalated support using incident management and ticketing software. Ability to work in an environment with multiple high priority items in flight. Independently own end to end resolutions of incidents. Gain knowledge of the store hardware, software, and network stack. Capture detailed and relevant notes for every customer interaction. Assist with other responsibilities as needed. Specific Job Requirements Very high sense of ownership and attention to detail. Identify, prioritize, and resolve problems independently. Ability to effectively communicate to both technical and non-technical team members. Prioritize work independently. Communicate and work across all teams. Friendly attitude in the face of adversity. Openly accept coaching and guidance. Education and Experience Requirements Support experience in an IT help desk role, supporting end users. Restaurant IT experience strongly preferred. BS in Computer Science or another related field a plus, but not required. Proficiency in troubleshooting, support, analysis and resolution. Experience supporting external end-users with software, hardware andor basic networking related issues. Knowledge of networking topologies, operating systems. Must be flexible in scheduling ndash shift work and on call rotation. Associated topics: assistance, client, help desk, information technology analyst, support, technical support specialist, technician, technician iii, technician iv, technology
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