What are the responsibilities and job description for the IT Help Desk Technician position at Jack's Family Restaurants?
Job Description
Help Desk Technician
JOB SUMMARY
1st level remote support position fielding internal calls from restaurants. Documenting IT/Facility issues reported by restaurants into the tickting system and recording any resolution or attempted resolution steps into the tickting system. Escalating issues to higher level techs/management or alerting correct vendors or teams to assist. Programming IT hardware remotely using remote access systems.
ESSENTIAL FUNCTIONS:
· Answer, documenting, and repair remote IT service calls
· Program store equipment
ADDITIONAL DUTIES:
· Handle emergencies, works with vendors to escalate through appropriate channels as required.
· Maintain inventory accountability and security for both physical and informational assets
· Uphold company policy and procedures
QUALIFICATION STANDARDS:
· Active driver’s license
· Clean driving record
· High School Diploma or equivalent
· Stable, high-speed Internet
· Ability to work shifts ranging from 8 to 10 hours
· Organizational and administrative skills
· Exceptional communication skills (electronic and verbal) for internal and external customers.
· Exceptional phone etiquette
· Ability to work as and be a part of a Team
· Time management skills
· Attention to details
· Good at following directions and working within a defined system
· Good personal hygiene
· Basic knowledge of computers and other technical equipment.
· High energy level, self-motivated.
· Problem-solving and critical-thinking skills
· Effective at handling high-stress levels
· Ability to make effective decisions
· Punctual and reliable
· Availability for early mornings, nights, and weekends required
