Help Desk Support Analyst

Job Summary

The Support Analyst is responsible for supporting Company's Restaurants. The Analyst will handle inbound calls from restaurants employees and will support the software, hardware, and networks for all restaurants.

Essential Functions:

Take inbound support calls to provide first level technical support for Company's Restaurants
Troubleshoot hardware, software, and network connectivity issues with store personnel.
Escalate issues to the appropriate personnel based on priority and escalation procedures.
Complete offline tasks as assigned by the Help Desk Manager.
Assist restaurants in system backup recovery, dispatching third party vendors, and video hardware
REQUIREMENTS
Qualifications include:


Minimum 1-year customer service experience, preferably in a Help Desk environment.
Minimum 1-year working knowledge of Windows based operating systems including Windows 2000 and Windows XP is required.
Minimum 1-year working knowledge with hardware and peripheral support and connectivity.
Experience with Ethernet networking technology.
Proficient with various administrative applications including MS Office, PcAnywhere, Ghost, Remedy Helpdesk ticket system etc.
Experience working with NCR POS equipment, Aloha POS software, Cisco routers
The ability to analyze and resolve issues via telephone.
Must be able to work independently with minimum supervision.
Excellent verbal communication skills.
Must be dependable, punctual, and reliable.
Must be available to work nights and weekends.
A+ certification, MCSE or equivalent experience or schooling is a plus.