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Carrols Corp./RBI

Help Desk Analyst - II

Carrols Corp./RBI
Syracuse, NY $24 - $26/hr Full time Posted 13d ago
Application Support Customer Support End User Support Hardware Support Help Desk Support Incident Management Information Technology (IT) IT Services Level II Network Support Phone Support Remote Support Remote Support Tools Restaurant Management Technical Support Ticketing Systems Windows
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Job Description

Carrols Corp./RBI is seeking a Help Desk Analyst - II to serve as the first point of contact for technical support of restaurant systems. This on-site role in Syracuse, NY supports installation, maintenance, implementation, and documentation of software and hardware via phone or remote assistance, in a demanding 24/7 environment that requires flexible hours and strong problem-solving skills.

Responsibilities

  • Provide effective communication of support solutions to restaurant personnel on existing, as well as new, technology platforms.
  • Install/update hardware and software to resolve system related issues per established procedures
  • Diagnose and document system related issues in a timely and efficient manner.
  • Follow-up unresolved issues to ensure timely resolutions.
  • Adjust activities based on call volume fluctuations.
  • Interpret user problems and recommend solutions.
  • Escalate unresolved issues to the correct resource.
  • Ability to organize and prioritize tasks to ensure timely problem resolution.
  • Flexible work hours.
  • Other duties as assigned.

Requirements

  • 2+ years of experience in an IT support or Help Desk role.
  • Experience with HelpDesk software and remote support tools desired.
  • Retail experience to include POS and Back Office management applications including inventory systems.
  • Good understanding of corporate networking infrastructure (hardware based VPN).
  • Good understanding of LAN, WAN and Wi-Fi
  • Good analytical skills.
  • Work well under pressure with minimal supervision

Technologies

  • Windows
  • Microsoft Office Suite
  • Restaurant Management applications
  • Networking software
  • LAN
  • WAN
  • Wi-Fi
  • Hardware based VPN
  • HelpDesk software
  • Remote support tools

Benefits

  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Retirement plan
  • Vision insurance

Work Environment

  • Temperature controlled office.
  • The noise level in the work environment is moderate to high.
  • Position requires availability for nights, weekends and holiday rotations on site to support a multi-shift, 24/7 environment.

Equipment Used

  • Computer
  • Fax
  • Copier
  • Phone
  • Scanner
  • Printer
  • Smartphone
  • Calculator
  • Laptop for maintenance and support of remote sites.
  • Lab system.

Pay

  • Pay: $24.00 - $26.00 per hour

Work Location

  • In person

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