About This Role
The IT Support Technician is the first point of contact for all incoming IT service requests from restaurants and the Home Office. This position provides initial response, resolves tier-1 issues using documented fixes, and routes unresolved issues to the appropriate technician. It also handles the technology aspects of the employee lifecycle, including new hires, transfers, promotions, and terminations, ensuring established service levels are met.
Responsibilities
- Manage ongoing help desk tickets and/or receive daily instructions and assignments
- Provide the first response on all incoming IT service requests from the restaurants and the Home Office
- Triage and categorize each ticket against the established routing matrix so that work needing escalation reaches the assigned owner the first time
- Record what was attempted when handing on tickets
- Resolve tier-1 issues at first contact using documented fixes, resets, walkthroughs, and runbooks
- Complete the technology side of the employee lifecycle - new hire, transfer, promotion, and termination - across the assigned systems, according to established schedules and service levels
- Monitor help desk queue volume and ticket aging, and report exceptions to the Director of IT
- Diagnose IT/POS problems and provide helpful and timely support to resolve
- Perform first-line checks on IT/POS equipment - power cycling, reseating connections, and like-for-like replacement
- Record the work and communicate status with the manager on duty
- Provide timely updates and detailed progress to issues if not initially resolved
- Perform documented device setup tasks for restaurant technology equipment, such as tablet enrolment and drive-thru timer schedule changes
- Provide assistance in maintaining restaurant network connectivity and security
- Assist with planning, installation, troubleshooting, and ongoing support on special projects
- Assist with POS hardware upgrades and installations, network devices, and software installations
- Troubleshoot reported issues and gather the detail needed to identify the cause
- Create, maintain, and update applicable technical documentation
- Travel to restaurants as needed
- Be accessible for On-Call emergency support (may be remotely if applicable or on-site)
- Support special projects and other designated activities as assigned
- Perform other related duties as assigned by the Director of IT
Requirements
- High school diploma or equivalent
- Valid Driver's License
- One or more years in a help desk, IT support, or technical customer-service role, or equivalent hands-on experience