What are the responsibilities and job description for the IT Helpdesk Analyst position at IT (Tech) Akash Office?
LEVEL 2 IT HELPDESK ANALYST
RESPONSIBILITIES
- Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.
- Troubleshoot and resolve issues related to restaurant, field or corporate technology (i.e., connectivity issues, software upgrades, etc.)
- Consult with field service technicians, support vendors and management as needed to resolve issues.
- Initiate service orders to dispatch technicians to resolve technology or facility issues not able to be resolved remotely.
- Log all details into the ticket management system.
- Complete password reset requests.
- Assist with questions/training related to technology and applications
- May be required to visit restaurant locations for onsite troubleshooting and hardware/software installation or replacement.
- Performs duties as required for store openings, Restaurant Support Center, etc.; assists in transfer, sales and/or disposal of equipment.
- Performs other job-related duties as may be assigned or required.
QUALIFICATIONS
Knowledge
- Windows 10/11 Troubleshooting Knowledge
- Active Directory / Azure Experience
- PC Hardware Troubleshooting and Repair
- Basic computer networking experience (DHCP/DNS/VPN)
- Microsoft / Office 365 Experience
Experience
- 2 years experience performing help desk support in a corporate or restaurant environment
- Networking: 1 years (Preferred)
Other
- Excellent interpersonal skills with strong customer-service focus and high level of initiative; proactive.
- Ability to define goals, meet urgent deadlines, organize and prioritize projects exceeding expectations.
- Excellent verbal communication skills. Bi-lingual (Spanish/English) preferred.
- Ability to learn and support new systems and applications
- Irregular hours or periodic overtime as necessary.
- May require on-call shifts.
- Must be able to lift 50 lbs., bend, stretch, stand for extended periods of time, climb stairs and/or ladders, reach, twist, sit, walk, and/or run.
- Requires a valid driver’s license with an acceptable driving record pursuant to company policy
Job Type
- Full-time (40 hours, possible overtime)
- Role is based at the Restaurant Support Center in Pomona, CA
About the Company
Akash Management, LLC is a restaurant leading company while doing business as Carl’s Jr, Pieology Pizzeria, Wingstop, Jamba, Arby’s and Kentucky Fried Chicken. Our Commitment to Winning: “We outperform everyone in everything that we do with the relentless hunger to always be on top…” We constantly innovate, use technology, and employ a highly trained work force that is focused on delivering the best restaurant experience for our guests.