IT Support Technician

Summary

The IT Support Technician is the first point of contact on all incoming IT service requests from the restaurants and the Home Office. This position provides the first response, resolves tier-1 issues at first contact using documented fixes and runbooks, and routes what it cannot resolve to the technician assigned to that system. It also completes the technology side of the employee lifecycle — new hire, transfer, promotion and termination — to the established service levels. The position is based at the Home Office in Renton, WA.

Essential Functions and Key Position Accountabilities 

• Manages ongoing help desk tickets and/or receives daily instructions and assignments.
• Provides the first response on all incoming IT service requests from the restaurants and the Home Office.
• Triages and categorizes each ticket against the established routing matrix so that work needing escalation reaches the assigned owner the first time, and records what was attempted when handing it on.
• Resolves tier-1 issues at first contact using documented fixes, resets, walkthroughs and runbooks.
• Completes the technology side of the employee lifecycle — new hire, transfer, promotion and termination — across the assigned systems, according to established schedules and service levels.
• Monitors help desk queue volume and ticket aging, and reports exceptions to the Director of IT.
• Diagnoses IT/POS problems and provides helpful and timely support to resolve.
• Performs first-line checks on IT/POS equipment — power cycling, reseating connections and like-for-like replacement — records the work and communicates status with the manager on duty.
• Provides timely updates and detailed progress to issues if not initially resolved.
• Performs documented device setup tasks for restaurant technology equipment, such as tablet enrolment and drive-thru timer schedule changes.
• Provides assistance in maintaining restaurant network connectivity and security.
• Familiarity with mobile device technology and mobile device management services (MDM)
• Assists with planning, installation, troubleshooting and ongoing support on special projects.
• Assists with POS hardware upgrades and installations, network devices and software installations.
• Ability to work with minimal supervision.
• Troubleshoots reported issues and gathers the detail needed to identify the cause.
• Able to create, maintain, and update applicable technical documentation
• Travels to restaurants as needed.
• Accessible for On-Call emergency support (may be remotely if applicable or on-site)
• Excellent organizational and prioritization skills, including the ability to manage multiple tasks/projects at one time 
• Adapts to changes in work assignments and environment, is willing to assume additional responsibility and learn new processes
• Supports special projects and other designated activities as assigned, and performs other related duties as assigned by the Director of IT

Minimum Qualifications

EDUCATION

1. This position requires a high school diploma or equivalent. Technical trade school training or a degree in IT is preferred but not required; experience in lieu of education is acceptable.

LICENSURE/CERTIFICATION

1. Must have a valid Driver’s License

EXPERIENCE

1. This position requires one or more years in a help desk, IT support or technical customer-service role, or equivalent hands-on experience. Restaurant, retail or other multi-site support experience is preferred.

KNOWLEDGE/SKILLS/ABILITIES

1. Communication
   1. Requires ability to communicate effectively in English both verbally and in writing.
   2. Ability to follow appropriate communication channels.
2. Team Building/Interpersonal Skills
   1. Demonstrates competency by maintaining positive, collaborative, and constructive interpersonal relationships. Understands and practices the principles of effective teamwork.
3. Work Prioritization/Flexibility/Adaptability

1. Demonstrates ability to prioritize work assignments and meet productivity and quality standards. 

1. Adapts easily to changes in work assignments and environment, is willing to assume additional responsibility and learn new procedures.

1. Effective organizational and analytical skills.

1. Computer/Office Skills 
   1. Ability to use standard office equipment including computers, telephones, copiers and fax machines.
   2. Intermediate proficiency with MS Office products including Word, Excel and Outlook required. Working knowledge of Windows OS. Experience with Zendesk platform and Aloha Configuration Center a plus.
   3. Proficient keyboarding skills required. 
   4. Able to follow a multi-step process across several systems accurately and to completion.