What are the responsibilities and job description for the Help Desk Analyst II position at Carrols Corporation?
Carrols Restaurant Group, headquartered in Syracuse, NY, is a subsidiary of Burger King Corporation. Carrols operates over 1,000 Burger King® locations across 23 states and approximately 60 Popeyes® locations in 6 states. Carrols currently employes over 25,000 people in our restaurants and our Home Office. We’ve been in the quick service restaurant business for over 60 years, so we know a little bit about success. We’re all about finding talented people and giving them the tools and knowledge to make it to the top.
At Carrols, a job is never just a job. It’s a career. We are excited to search and bring on a new team member in our Help Desk department and we are currently recruiting for a Help Desk Analyst II to join our team.
The Help Desk Analyst II will provide first point of contact technical support through analysis and problem solving for the installation, maintenance, implementation and documentation of the current Restaurant Systems software and hardware technologies via phone or remote support communication.
Key Job Responsibilities:
- Provide effective communication of support solutions to restaurant personnel on existing, as well as new, technology platforms.
- Install/update hardware and software to resolve system related issues per established procedures
- Diagnose and document system related issues in a timely and efficient manner.
- Follow-upon unresolved issues to ensure timely resolutions.
- Adjust activities based on call volume fluctuations.
- Interpret user problems and recommend solutions.
- Escalate unresolved issues to the correct resource.
- Ability to organize and prioritize tasks to ensure timely problem resolution.
- Flexible work hours.
- Other duties as assigned.
Experience:
- 2 years of experience in an IT support/HelpDesk support role.
- Experience with HelpDesk software and remote support tools desired.
- Retail experience to include POS and Back Office management applications including inventory systems.
- Experience in a multi-shift or 24/7 environment preferred.
- Good understanding of corporate networking infrastructure (i.e. Hardware based VPN preferred.)
- Good understanding of LAN, WAN and Wi-Fi
- Good analytical skills
- Work well under pressure with minimal supervision.
The pay range for this position is $20.00 - 24.00 per hour depending on experience. Pay is to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
Salary : $20 - $24
