Support Analyst, Corporate IT

POSITION SUMMARY:

The Corporate IT Support Analyst is responsible for directly and indirectly delivering efficient, effective, and high-quality technical support to corporate and above-restaurant leaders while meeting established service level agreements. The Corporate IT Support Analyst will work with minimal supervision, independently or with internal and outsourced technical teams to ensure QDOBA's goals and KPIs related to outstanding customer service are met. The Support Analyst is responsible for delivering appropriate and timely resolutions, and minimizing downtime from incidents, problems and changes. A strong technical background, strong data analysis capabilities, and excellent communication are a must. The Corporate IT Support Analyst may serve in an on-call rotation or provide evening, overnight, and/or weekend systems support as required.

KEY DUTIES/RESPONSIBILITIES:

• Investigate, troubleshoot, and resolve moderately complex to complex incidents and problems.
• Fulfill service requests for hardware, software, configuration changes or corporate event readiness.
• Work with corporate and above-restaurant end-users, technicians, or vendors either in-person or remotely to troubleshoot, configure, resolve problems, and ensure system availability.
• Follow standard and established operating procedures; keep accurate record of problems, troubleshooting steps and resolution following established protocol; observe appropriate operating process and security policies.
• Ensure policy adherence and business compliance throughout the support process; including, but not limited to, Personally Identifiable Information (PII) and Payment Card Industry (PCI DSS).
• Aid in the development of policies and procedures required for reliability, security, and compliance.
• Participate in or lead various department projects, including product evaluations, hardware / software upgrades and/or deployments, system configuration changes, conference room updates, et al.
• Configure hardware and software. Assist with scripting as needed to resolve or enhance the computing environment; undertake small programming projects as required (e.g., installation, configuration, and automation of software).
• Contribute to a technical knowledge base for incident management, problem resolution and training. Create or enhance support documentation required for the introduction of new software, hardware, processes, or procedures.
• Research, analyze and make recommendations on hardware, software, telephony, and AV solutions to improve versatility, end-user experience and/or reduce costs.
• Remain technologically current with commonly used software, hardware, and other equipment.
• Maintain IT inventory and track purchasing based on historical and current needs.
• Provide hands-on AV support for high-profile brand events and executive-led conferences.
• Maintain high availability labs for internal testing and external development of restaurant systems.
• Assist call teams w/ maintaining their phone queues and auto-attendants.
• Manage employee onboarding and offboarding, including device recovery, provisioning, and user rights assignment in Okta, AD, and O365.
• Preserve, assist, and train in use of OneDrive and SharePoint to ensure safety of user data.
• Perform other related duties, tasks and responsibilities as required, assigned, and directed.

QUALIFICATIONS:

Education: Requires a high school diploma, G.E.D. or equivalent. A bachelor's degree or associate degree in Computer Science, Computer Technologies or related field is preferred.

Certifications/Specific KSAs: CompTIA A , CompTIA Network , and/or Microsoft Certified Preferred.

Experience:

• 3-5 years technical call center support or other related technical experience.
• 2 years of systems administration experience with the following: Windows 10, Windows 11, Mac, Office 365, Okta, Active Directory, Azure AD and Endpoint Management (Intune).
• 1-2 years network administration and/or network troubleshooting.
• Proven experience with a cloud email gateway or advanced security solutions such as Abnormal, Proofpoint, or Microsoft.
• Knowledge and experience of managing and supporting SASE solutions such as Zscaler.
• Previous experience with call center ticketing software, understanding of ITIL / ITSM framework.

Knowledge/Skills/Abilities:

• Friendly presence and helpful attitude; great interpersonal skills, and ability to work well with others.
• Ability to utilize Microsoft Office products for support, reporting, and documentation.
• Advanced understanding of common operating systems, software applications and computer hardware.
• Excellent oral and written communication skills.
• Ability to work in an office environment and provide technical support in-person or over the phone with a professional demeanor.
• Ability to work independently or as part of a cross-functional team on projects/issues of high complexity.
• Critical thinking skills: ability to visualize a problem or situation and think abstractly to solve it.
• The ability to work in a fast paced, ever changing technical environment; remain productive during slow times, multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work with or without direct supervision.
• Ability to communicate complex or business critical issues with supervisors as they become known.
• Technical Learning - Picks up on technical things quickly; can learn new skills and knowledge; proven experience in learning new industry, company, product, or technical platform.

Physical Requirements - Ability to speak/hear clearly in person and on the telephone. Ability and willingness to travel to remote locations as needed (

REASONABLE ACCOMMODATION:

Qdoba and its affiliates will make reasonable accommodations to allow a qualified individual with a disability to enjoy equal employment opportunities and to perform the essential functions of the job. This position description should be applied accordingly.

Benefits:

• Medical, Dental, Vision, & 401k
• PTO (including vacation and sick)
• Tuition reimbursement

Pay Range: $34/HR - $38/HR

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QDOBA takes pride in carefully selecting talented people and mixing them together to discover amazing flavors. We value the diversity that all our employees bring to the table and the new flavors they bring to our team. Employment decisions and rewards recognize job accountabilities, business needs, and performance merit without regard to age, gender, race, religious affiliation, Veteran status, sex, gender identity, sexual orientation, disability, or any other protected classification recognized by applicable federal, state, or local law.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.