IT Support Specialist

What began as an idea between two brothers to open a Mexican restaurant has since grown into one of the largest, privately held Taco Bell franchisees in America. At Border Foods, we work with a people-first mantra. From cooks to cashiers to restaurant managers and beyond, we work together to bring to life the Core Values of Border Foods. Welcome to our family where you will continue to learn, evolve, and shape what comes next on our mission of making lives better.

As an employee your mission is to reinforce the Border Foods CORE values, to include Accountability, Integrity, Family, Excellence, Teamwork, and Empowerment.

At Border Foods, we will unlock the full potential of our employees and guest’s restaurant experience by creating safe welcoming and supportive environments where everyone can thrive.

The purpose of the Support Center is to deliver a high level of service within their work center in order to support the business.

Support Center Core Values:

Accountability & Integrity:

• Consistently demonstrates integrity in actions and expectations
• Holds self accountable for standards and expectations.
• Ensures a quality customer experience by driving fast and friendly service
• Adheres to all local, state, and federal laws and guidelines.

Family & Teamwork

• Creates unity in the team by building cross functional relationships
• Respond to field operations leaders and other support positions questions and resolves employee issues in a timely manner
• Approaches each day and task with the understanding that business needs change frequently and that the level of service and support must adapt to the changes as needed
• Able to navigate challenging situations and provide appropriate guidance
• Motivates and supports the team through active listening and the ability to communicate to a wide variety of audiences
• Represents Border Foods in handling customer complaints and/or issues; demonstrating a sincere approach and desire to find an effective solution.
• Instills a recognition culture that creates a positive work environment

Excellence:

• Strategic planner creates short term and long-term strategies for success
• Utilizes systems and tools in order to make appropriate business decisions

Empowerment:

• Works to identify the strengths and abilities of their team to help others succeed
• Takes ownership of own personal growth and development
• Consistently demonstrates active and timely communication
• Seeks and shares ideas to help others succeed
• Bringing others along, operationally, through use of tools.

Required or Preferred Experience:

• Must be at least 18 years of age.
• High school diploma or equivalent.

Job Description

Title: IT Support Specialist

Reports To: IT Support Operations Manager

Supervises: N/A

Creation Date: 9/18/2024

FLSA: Non-Exempt

Department: Information Technology

The IT Support Specialist supports the IT Support Operations Manager in overseeing the maintenance and technology needs at the Corporate Office and Restaurants. The IT Support Specialist will help ensure the office technology needs are met and work with our Managed Services Provider (MSP) and vendors for quick resolution of any technology issues that arise. The IT Support Specialist will also monitor our security systems and maintenance of these systems and support the Restaurant teams by maintaining functioning technology, providing general IT support, collaborating with vendors to schedule service, and ordering replacement parts for equipment as needed.

The IT Support Specialist assists with the upkeep of technology equipment in all of our Restaurants; timers, BOH computers, Broadband, Music, Security Systems, DVRs, Wi-Fi, and other miscellaneous equipment.

Principal Duties & Responsibilities:

• Point person for Technology support at our office. This individual would be the main on-site person to trouble shoot and support our team and vendors for our technology at our office.

• Point person on working with MSP to keep all office and field Laptops and servers up to date.
• Point person for working with MSP on warranty swap and life cycle replacements of company machines.
• Assists in Managing the Envysion Security system. This includes upkeep of user profiles, adding and deleting users, monitoring the health of our system, checking systems and putting in tickets for repairs when needed. This also includes the SSP system, any additional systems and installation with Envysion and add ones to it.

• Assists IT Support Operations Manager with miscellaneous IT projects as needed.
• Assists with all polling issues and escalation issues at the helpdesk. (Both our Managed Services Provider and Taco Bell Helpdesk, along with an additional support desk needed.)
• Works with Restaurant-level and Above Store Management to provide IT support for Restaurants; exemplifies excellent communication by quickly responding to requests, troubleshooting IT issues with urgency, discussing needed repairs/parts, and conducting preventative maintenance as needed. Coordinates with Vendors to ensure IT Inventory remains stocked and repairs are completed in a timely fashion.
• Work in field as needed, to ensure Restaurants are running smoothly. This includes checking on vendors/techs and project sites.
• Manages IT Inventory, shipping out parts and equipment to stores as needed, restocking parts and equipment, and coordinating the repair of bad equipment parts. Verifies repair parts function correctly and processes repair invoices.
• Point person for shipping Technology parts from office and New Hope location and manages returning of equipment.

• Available, when needed, to work extended hours, potentially including nights and weekends with some travel including overnight stays.

Secondary Duties & Responsibilities:

• Follows up on technology Dispatch calls utilizing CMMS platform, requests, and approves invoices. Facilitates the follow-up and request resolution of open calls. With this, you will prioritize requests with urgency as needed.
• Triage calls when possible.
• Manage Technology platforms and make changes as needed.
• Assists IT Support Operations Manager with overseeing all CIP, Capex Projects, and system upgrades.

Success Measures:

• Personal Effectiveness - Takes personal ownership of tasks and responsibilities; self-motivated and self-directed; disciplined and goal-oriented; effective written and verbal communication. Persistent in the face of resistance or obstacles; ability to operate under minimal direction and supervision. Positive disposition.
• Organization - Organized with excellent follow-through and time management skills. Attention to detail is necessary as work is performed in an environment with frequent interruptions and distractions.
• Interpersonal Communication - Can easily establish rapport with and maintain relationships with internal customers, i.e., Restaurant Operations Team, to establish trust; shares technical information with others to train and troubleshoot equipment. Must have a “QSR” mentality: understanding of operation trends and a sense of urgency.
• Judgment – Displays creative problem resolution and the ability to “think on feet.” Perform well within a dynamic and challenging IT environment. Acts with great attention to detail and can focus on multiple tasks at once.

Knowledge, Skills, Requirements, & Abilities:

• High School Diploma or equivalent (GED). Working towards an associate’s degree or Technology School Certification is preferred.
• Has worked with Microsoft Office Products, Excel, etc.
• Prior Experience with pulling and terminating Cat 5/6 cable.
• Prior Experience in installation and maintenance of Point of Sales systems, Touch KDS, Headsets and other Quick Service Technology is preferred.
• Experience with Facility Management Software is preferred.
• Experience with installation and/or maintenance of Audio/Video equipment is preferred.
• A Certification preferred but not required.
• Valid driver’s license required.
• Holding Low Voltage License or Power Limited License in MN is a plus but not required.
• Ability to be self-driven, able to follow up and give summary reports.
• Ability to travel 15% - 30% or more when going to construction sites,
• Ability to work on-site in climate-controlled offices or in restaurant environments.

Physical Demands:

The physical demands for this position are sitting, standing, bending, lifting, and moving intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodation.

The duties of this position may change from time to time. Border Foods reserves the right to add or delete duties and responsibilities at the discretion of Border Foods or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

Border Foods is proud to be an Equal Opportunity Employer of Minorities, Women, Protected Veterans, and individuals with Disabilities and does not discriminate based on gender identity or sexual orientation.