IT Helpdesk Analyst

Job Description

LEVEL 2 IT HELPDESK ANALYST

RESPONSIBILITIES

Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.

Troubleshoot and resolve issues related to restaurant, field or corporate technology (i.e., connectivity issues, software upgrades, etc.)

Consult with field service technicians, support vendors and management as needed to resolve issues.

Initiate service orders to dispatch technicians to resolve technology or facility issues not able to be resolved remotely.

Log all details into the ticket management system.

Complete password reset requests.

Assist with questions/training related to technology and applications

May be required to visit restaurant locations for onsite troubleshooting and hardware/software installation or replacement.

Performs duties as required for store openings, Restaurant Support Center, etc.; assists in transfer, sales and/or disposal of equipment.

Performs other job-related duties as may be assigned or required.

QUALIFICATIONS

Knowledge

Windows 10/11 Troubleshooting Knowledge

Active Directory / Azure Experience

PC Hardware Troubleshooting and Repair

Basic computer networking experience (DHCP/DNS/VPN)

Microsoft / Office 365 Experience

Experience

2+ years experience performing help desk support in a corporate or restaurant environment

Networking: 1 years (Preferred)

Other

Excellent interpersonal skills with strong customer-service focus and high level of initiative; proactive.

Ability to define goals, meet urgent deadlines, organize and prioritize projects exceeding expectations.

Excellent verbal communication skills. Bi-lingual (Spanish/English) preferred.

Ability to learn and support new systems and applications

Irregular hours or periodic overtime as necessary.

May require on-call shifts.

Must be able to lift 50 lbs., bend, stretch, stand for extended periods of time, climb stairs and/or ladders, reach, twist, sit, walk, and/or run.

Requires a valid driver’s license with an acceptable driving record pursuant to company policy

Job Type

Full-time (40 hours, possible overtime)

Role is based at the Restaurant Support Center in Pomona, CA

About the Company

Akash Management, LLC is a restaurant leading company while doing business as Carl’s Jr, Pieology Pizzeria, Wingstop, Jamba, Arby’s and Kentucky Fried Chicken. Our Commitment to Winning: “We outperform everyone in everything that we do with the relentless hunger to always be on top…” We constantly innovate, use technology, and employ a highly trained work force that is focused on delivering the best restaurant experience for our guests.

Full-time