IT Help Desk Analyst

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

The Global IT Support team serves as the frontline support for Toasters, offering timely assistance with hardware, software, and network issues. The team focuses on delivering efficient technical assistance, fostering a culture of continuous improvement, and maintaining high standards of professionalism and customer service.

About this roll* (Responsibilities)

• Providing Technical Support: Act as the first point of contact for users experiencing technical issues via ServiceNow ticketing system. Diagnose and resolve hardware, software, and network issues for end-users.
• Documentation and Records: Maintain accurate documentation of help desk interactions, including details of inquiries, troubleshooting steps, and resolutions, to facilitate knowledge sharing and process improvement.
• User Training: Assist users with basic technical training and guidance on in scope software applications and systems.
• Hardware and Software Setup: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and software applications within scope.
• User Account Management: Manage user accounts, passwords, and access permissions in accordance with IT Support policies and procedures.
• Escalation Management: Escalate complex issues to senior analysts or appropriate IT Operations teams as needed, ensuring timely resolution.
• Training and Development: Participate in training sessions and workshops to enhance technical skills, customer service capabilities, and familiarity with IT tools and systems.
• Professional Growth: Proactively seek opportunities for learning and professional development, staying updated on industry trends and best practices to enhance effectiveness in the role.
  
  

Do you have the right ingredients*? (Requirements)

• Adaptability and Learning: Willingness to adapt to new technologies and learn continuously to keep pace with evolving IT environments and user needs.
• Customer Service Skills: Strong communication and interpersonal skills to effectively communicate technical information to non-technical users and provide excellent customer service.
• Troubleshooting Techniques: Proficiency in systematic troubleshooting methodologies to diagnose and resolve technical issues efficiently.
• Operating Systems: Proficiency in supporting MacOS (90%) and Windows (10%) operating systems.
• Hardware: Understanding of desktops, laptops, printers, scanners, and other peripherals, including setup, maintenance, and troubleshooting.
• Documentation Skills: Ability to maintain accurate documentation of help desk interactions, including detailed notes and resolutions, using ticketing systems or knowledge bases.
• Administration Tools: Familiarity with Okta and ServiceNow.
  
  

Special sauce* (nice to haves):

• Software Applications: Familiarity with common office productivity suites (e.g., Microsoft Office, Google Workspace) and business applications used within the organization. Familiarity with Confluence
• Networking: Basic knowledge of networking concepts, including IP addressing, DNS, DHCP, and troubleshooting connectivity issues.
• Remote Support Tools: Experience with remote support tools and technologies for assisting users and troubleshooting issues remotely.
• Security: Awareness of cybersecurity best practices, including password management, data protection, and recognizing potential security threats
  
  

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

• Bread puns encouraged but not required
  
  

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$57,000—$91,000 USD

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.