Helpdesk Support Technician

Overview

Helpdesk Support Technician

Summary:

The Helpdesk Support Technician will be responsible for providing technical assistance and support to end users at our office location. This role involves troubleshooting hardware and software issues, setting up and maintaining computer systems, and ensuring optimal performance of all desktop environments.

Who We Are:

Gosh Enterprises is a dynamic, rapidly growing company that oversees a family of brands:

• Charleys: An 847 unit restaurant brand known worldwide for serving the #1 Cheesesteak in the World.
• Bibibop Asian Grill: An award winning, 70 unit Korean-inspired fast casual restaurant concept
• Charleys Kids: A non-profit, partnering with like-minded organizations around the world to provide food, education, and mentorship to at-risk children.
• Solar Planet: A company that provides solar field advisory and installation services.

How We Build Our Team:

We seek exceptional team members who value and exhibit the following characters:

• Humble: self-aware; reflective; understands and embraces reality; acts on constructive feedback; takes actions to learn and grow; values others; knows that “I could be wrong”; always asks “what’s mine to own”; does not blame/point fingers
• Hungry: works towards excellence on things that matter; takes initiative and ownership; seeks better ways of doing things; fierce resolve in overcoming challenges and achieving desired results; sees the world glass as half-full and has a can-do attitude.
• Brilliant: subject matter experts; great judgement and common sense; Ingenuous and creative when resources are limited.
• Kind: values and exhibits decency; extends grace to others and wants the best for others; practices empathy.

Responsibilities:

• Provide outstanding service to and build relationships with GOSH Enterprises colleagues every day.
• Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals and quality goals.
• Maintain up to date knowledge on GOSH Enterprises technology and procedures.
• Compile documentation necessary for effectively fulfilling customer needs.
• Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful.
• Follow up with customers to ensure the issue has been resolved.
• Drive initiatives that improve the service desk.
• Partner with internal support groups in providing the best service to our colleagues.

Qualifications:

• Minimum 1 year of IT support, customer service and call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.
• Associate’s degree in IT preferred
• Ability to demonstrate professional verbal communication skills.
• Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material.
• Ability to use a headset and to sit for extended periods of time.
• A and Network certifications a plus (not required).
• Strong knowledge of network structure and equipment preferred.
• Restaurant/Retail support experience preferred.

Perks and Benefits:

• Medical, dental, and vision insurance
• Paid vacation and personal/sick days
• 401K with company match
• Voluntary term life insurance for employees, spouses, and children
• Generous PTO

Additional information:

• Monday-Friday
• Rotating on-call with flexibility – may involve nights and weekends.
• In-office with the opportunity to transition to hybrid after completion of training