IT Help Desk Agent

Job description

The Help Desk Technician provides first level technical phone and remote support for incidents and requests reported to the IT Help Desk. Responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly regarding the use of application software products and/or infrastructure components.

Ensures customer satisfaction by providing remote support via telephone, email or in-person for hardware, software, connectivity, and product specific incidents or requests for a fast-paced restaurant workforce. Provides real time accurate ticket entry, triage and effective communications for incidents and requests. Follows ticket handling processes to resolve issues, fulfill requests and escalation.

RESPONSIBILITIES:

· Provide incident management for issue identification, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to POS computers, laptops, mobile devices and related peripherals, prior to escalation to team leads or other resolver groups.

· Fulfill requests related to new set-ups, software installations, permissions, configurations, etc.

· Respond to requests for technical assistance by phone and electronically.

· Rotate duties for fielding tickets, responding to e-mails/voicemails, completes assigned tasks, and acting as outage coordinator.

· Remotely diagnose and resolve technical hardware and software issues.

· Research questions using available resources following standard help desk procedures.

· Provide remote support for Menulink, NCR Aloha, and Sicom (POS).

· Remotely diagnose and correct register data corruptions and POS problems.

· Identify, diagnose, and resolve computer problems for restaurant users.

· Remotely diagnose and resolve end-user network, e-mail, and web access problems.

· Remotely provide training to restaurant users and field personnel on software applications.

· Remotely troubleshoot issues pertaining to restaurant equipment (time clocks, headsets, drive-thru timers, and order confirmation boards).

· Provide restaurant data handling support for restaurants including monitoring sales data, recovery, and correction.

· Participates in projects as assigned.

Required Education and/or Experience:

· 1-3 years of experience working as part of an IT Help Desk team or experience in a related field.

· Good technical problem-solving skills with the ability to diagnose problems through telephone contact.

· Competency in MS Office Suite, Teams & Windows 7, 8, & 10 operating systems.

· Proficient understanding of network protocols.

· Ability to provide a high level of customer service.

· Highly analytical with the ability to evaluate situations and provide sound solutions.

· Ability to develop relationships with end users and vendors.

· Strong interpersonal, written and verbal communications skills.

· Ability to exhibit a high degree of patience for inexperienced computer users.

· Proven analytical and & problem-solving skills.

· Excellent organizational & time management skills.

· Strong attention to detail.

Preferred Education and/or Experience:

· Associate’s Degree in Computer Science or Management Information Systems or a minimum two years of IT system support.

· Experience working in a fast-paced retail environment.

· Sicom POS systems a plus.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years
• 3 years

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekends as needed

Experience:

• POS support: 1 year (Preferred)
• Restaurant or retail support: 1 year (Preferred)
• Technical Support: 1 year (Required)
• IT: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Sugar Land, TX 77478 (Required)

Work Location: In person

Salary : $20 - $24