IT Help Desk Technician

Eat'n Park Hospitality Group (ENPHG), recently named a Most Loved Work Place and a Best Place to Work, is the proud parent company of successful hospitality brands including Eat'n Park, Hello Bistro, The Porch, Parkhurst Dining, and SmileyCookie.com. Starting as a single car-hop restaurant in 1949, ENPHG is now a portfolio of foodservice concepts serving 50 million guests annually in its restaurants, on college and corporate campuses, and in every state through our online store.

Job Summary:

Support all technology applications and hardware for all divisions of Eatn Park Hospitality Group, including our restaurant and contract dining operations, as well as our Corporate Support Center. This role is part of a team thats responsible for providing timely customer service in response to requests for support, troubleshooting reported problems, and escalating unresolved issues as appropriate. Additionally, Help Desk Technicians configure, deploy, and install company hardware and software. System maintenance, network support, and QA testing are all within the scope of this role.

Responsibilities:

Serve as the initial point of contact for technical support calls, emails, and in-person requests, performing research and troubleshooting tasks as needed to resolve open tickets. Document issues, updates, and solutions through ManageEngine ServiceDesk ticketing system, and escalate complex or unresolved issues as appropriate.

Prioritize and manage open tickets based on urgency and impact, while communicating with end-users in a clear, empathetic manner.

Configure new equipment (computers, time clocks, credit card machines, printers, POS equipment, etc.) and perform hardware and software installations on site and remotely.

Provision and support Windows and iOS/macOS operating systems, mobile and video conferencing technologies, as well as Point of Sale systems and payment technology.

Maintain testing systems in the lab environment, and test software changes as directed.

Participate in on-call rotation once a month for a full week; handling emergency and non-emergency calls on the weekend and responding to users within the SLA times that have been communicated to operations.

Work with the POS or Infrastructure/Network Team within the IT department to complete special projects as needed.

Assist in openings/closings of locations across multiple states.

Create and update Standard Operating Procedures (SOPs) for all company applications.

Follow all security practices and policies.

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Qualifications:

Associate degree or relevant technical certification

1 - 2 years of experience operating, maintaining, and troubleshooting computer hardware and software or an IT Support role.

Working knowledge of Windows and iOS operating systems.

Effective verbal and written communication, active listening, and customer service skills. Ability to display patience and provide clear, concise instructions to non-technical end users.

Ability to multitask, manage time effectively, and prioritize work in a fast-paced and dynamic environment.

Ability to lift 35 pounds to move/setup equipment.

Must be available to work weekends during on-call rotation once a month.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Eatn Park Hospitality Group is an equal opportunity employer. We focus on valuing our individual and group differences, making our teams stronger and more engaged. Diversity and inclusion have been a core value of ours for over 70 years.