IT Help Desk Technician

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 ticketing system and recording any resolution or attempted resolution steps into the ticketing 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:

1. Answer, document, and repair remote IT service calls
2. Program store equipment

ADDITIONAL DUTIES:

1. Handle emergencies, work with vendors to escalate through appropriate channels as required.
2. Maintain inventory accountability and security for both physical and informational assets
3. Uphold company policy and procedures

QUALIFICATION STANDARDS:

1. Active driver’s license
2. Clean driving record
3. High School Diploma or equivalent
4. Stable, high-speed Internet
5. Ability to work shifts ranging from 8 to 10 hours
6. Organizational and administrative skills
7. Exceptional communication skills (electronic and verbal) for internal and external customers.
8. Exceptional phone etiquette
9. Ability to work as part of a team
10. Time management skills
11. Attention to detail
12. Good at following directions and working within a defined system
13. Good personal hygiene
14. Basic knowledge of computers and other technical equipment.
15. High energy level, self-motivated.
16. Problem-solving and critical-thinking skills
17. Effective at handling high-stress levels
18. Ability to make effective decisions
19. Punctual and reliable
20. Availability for early mornings, nights, and weekends required