Help Desk Analyst

In Lexington, Fazoli's is expanding its onsite IT support squad with a Help Desk Analyst who will be the frontline for technical assistance and problem-solving. This role focuses on diagnosing user issues, guiding trouble resolution, and coordinating with technicians and vendors to minimize downtime in a busy restaurant environment.

Job Summary and Scope

The Help Desk Analyst carries out diverse technical problem analysis for systems and applications provided to technology users by the IT department, ensuring prompt and effective resolution. They serve as the primary contact for all users seeking technical assistance.

Responsibilities

• Provide support and resolve technical issues for end users.
• Log and track requests using approved call-tracking software.
• Maintain clear communication with technology users and technical staff about the status of problem resolution.
• Triaged and escalated level 2, 3, and emergency calls to appropriate technical staff or external vendors as needed.
• Assist in preparing procedure manuals and documentation for end-user and help desk references.
• Monitor user problem trends and recommend proactive solutions and improvements to the Help Desk Supervisor.
• Support training of new help desk personnel by providing backup coverage.
• Prioritize workload based on issue severity and customer need.
• Write clear and effective correspondence to technology users as necessary.
• Perform a variety of complex tasks and other duties as assigned.
• Install and repair network cabling in restaurant locations.
• Install or replace computer equipment in restaurant settings.

Requirements

• Strong verbal and written communication skills, able to interact tactfully with personnel at all levels to promote a positive department image.
• Customer service capabilities including telephone responsiveness, typing proficiency, and technical troubleshooting.
• Self-initiative, a positive attitude, and ability to work well in a team environment.
• Prior experience and training with the ability to apply problem-solving skills to resolve technical issues.
• Experience in establishing and achieving departmental or professional goals.
• Working knowledge of PC hardware and software.
• Ability to work flexible shifts, including nights, holidays, and weekends.
• Ability to multi-task and prioritize technical issues as they arise.
• Associate degree in an IT-related field such as computer information systems.
• Previous work experience in the restaurant industry is preferred but not required.

Technologies

• Call-tracking software

External Candidates

Previous experience in the field or in a related area plus a degree in an IT-related field is required. Professional certifications are a plus but not required.

Miscellaneous

• Most candidates will need to possess and maintain a valid driver’s license.
• This role may require travel, including overnight trips, for break/fix work and new installations. Reliable transportation is required.
• Candidates must successfully clear the background check, including motor vehicle record and references.