Help Desk Technician

Onsite in San Antonio, TX, this Tier 1 Help Desk Technician role supports customers through fast, first-call issue resolution across hardware and Xpient software. You will handle incoming requests by phone and email, document every interaction in a case management system, and escalate Severity 1 issues when needed. Taco Cabana’s Help Desk environment also emphasizes continuous improvement, with dedicated time for training, quality enhancements, and keeping documentation and procedures current.

Responsibilities

• Resolve computer support problems (80%) by delivering accurate, efficient, and professional support to customers.
• Respond to routine and complex inquiries via telephone and e-mail.
• Provide assistance and advanced troubleshooting for service delivery, installation, outages, component-level issues, and other technical problems.
• Support Point of Sale (POS) products, specializing in one or more POS areas.
• Perform research and exhaustive troubleshooting, then follow up with customers to confirm proper resolution.
• Document customer interactions in the Case Management System and work cases to resolution.
• Escalate cases appropriately so fixes reach customers in a timely manner, and follow up to ensure timely completion.
• Identify trends within solutions and with customers, reporting where appropriate with supporting data.
• Improve performance through training and quality improvement (10%) by maintaining in-depth knowledge of Help Desk supported products and services.
• Partner with the Information Technology team to find Help Desk training that improves computing support delivered to customers (10%).
• Maintain Help Desk documentation, records, and procedures (10%): review and update documentation as required.
• Recommend procedure modifications with Information Technology leadership (10%).
• Review and recommend updates to knowledge base tools within the in-house ticketing system (10%).

Requirements

• Demonstrated ability to communicate effectively by phone or in person.
• Triple Task: talk, type, and solve issues simultaneously.
• Empathy for customers and a service-first, customer-focused attitude.
• Demonstrated writing ability and strong time management.
• Ability to achieve successful outcomes when handling difficult situations and customers.
• Ability to identify non-support issues in calls (for example, training issues).
• Ask appropriate questions when protocols do not exist for the situation.
• Accurately follow pre-determined escalation protocols as appropriate.
• Knowledge of information technology and Xpient POS solutions.
• Analytical and troubleshooting skills, with the ability to work effectively in the Help Desk environment.
• Initiative to act independently to resolve problems.
• Ability to manage multiple priorities and follow through on projects to completion.
• Familiarity with basics of labor, cash, and food costs.
• Technical writing skills and consistent follow-up to ensure resolution.
• Ability to make a decision when no protocol exists regarding a client administrative issue.
• Ability to handle an angry or frustrated client in a positive way.
• Ability to recall previous experiences from support calls.
• Apply understanding of basic restaurant operations.
• Follow pre-determined troubleshooting guidelines and search available resources for needed information.
• Differentiate between severity levels and client urgency.

Technology & Tools

• Xpient, PC Hardware, Network, WiFi, TCP/IP, SQL, PC LAN
• Telecommunications, WAN, Wiring, Data networks, Firewalls
• Microsoft Windows, Microsoft Office applications
• Point of Sale (POS) products

Education & Experience

• High School diploma or equivalent
• Minimum 1 year Technical Support experience
• Minimum 1 year of Help Desk operations experience
• Minimum 1 year of Microsoft Windows experience (Intermediate to Advanced level skills with Microsoft Office applications)
• Some basic understanding of SQL
• Dependable, punctual, and reliable

Preferred Education & Experience

• 2 to 4 year degree or equivalent
• Minimum 2 years utilizing and/or supporting a Point of Sale software package
• Networking topologies experience
• Experience with firewalls, routers, and VPN technology (a plus)
• Familiarity with Xpient

Schedule: Variable shift, subject to change.