What are the responsibilities and job description for the Support Analyst position at Darden?
Job Overview
The Support Analyst will diagnose and take correction actions for hardware and software incidents. The Support Analysts will respond, resolve, and document tickets in a timely manner according to established service level agreements or assigned completion dates. The Support Analyst will use tools, processes, training, and knowledge to meet objectives.
Roles And Responsibilities
The Support Analyst will diagnose and take correction actions for hardware and software incidents. The Support Analysts will respond, resolve, and document tickets in a timely manner according to established service level agreements or assigned completion dates. The Support Analyst will use tools, processes, training, and knowledge to meet objectives.
Roles And Responsibilities
- Provide tier 2 hardware and software technical support
- Support restaurant technology such as POS, kitchen systems, printers, and tablets
- Collaborate with third party vendors to resolve hardware and software incidents
- Write knowledge articles and documentation for service desk and business users
- Consistently enhance skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.
- Proven ability to accurately diagnose, troubleshoot, and resolve a wide range of hardware and software problems.
- Proficiently troubleshooting Microsoft Windows client and server operating systems.
- Knowledge of core infrastructure services and functions (DNS, DHCP, TCP/IP, Active Directory, firewalls, etc.).
- Accurately determine when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure.
- Enter, update, and close tickets in an enterprise class incident tracking system. Update and close open tickets when the problem is resolved.
- Maintain a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our restaurants. Practice excellent customer service skills.
- Experience utilizing enterprise management systems to assist in remote diagnostics, problem resolutions, configurations, and software installations and upgrades.
- Associate's Degree in Computer Science, Information Technology or a relevant field
- Must be flexible to work weekends and on call rotation
- Experience interpreting and writing SQL queries
- Experience with support of web-enabled applications
- Minimum of 1 years supporting Windows Server operating systems
- Minimum of 3 years supporting Windows client operating systems
- Minimum of 3 years supporting networks
- CompTIA A
- ITIL V3 Foundation
- Knowledge of restaurant or retail business
- Not applicable
