Technician, Helpdesk

at  Cafe Rio
215 N. Admiral Byrd Road
Suite 100
Salt Lake City, UT 84116

Job details

Job type Full-time, Part-time
Wages

Job description

Technician, Helpdesk

The Helpdesk Support Technician is responsible for providing world-class customer service in an accurate, efficient, and professional manner. This position responds to routine and complex inquiries from Corporate and Restaurant systems users with primary focus on providing assistance and basic trouble-shooting regarding service delivery, installation, outages, hardware and software level problems, and other technical issues. This position reports to the Director, IT.

Additional Info

Additional

Job Requirements
• Answers user inquiries regarding software or hardware operation
• Researches, confers with users, and conducts diagnostic activities to investigate and resolve problems or to provide technical assistance and support as needed - escalates and identifies appropriate resource(s)
• Diagnoses, troubleshoots, and resolves hardware, software, or other network and system problems, and repairs or replaces defective components as needed
• Refers major hardware, software problems and defective products to vendors or technicians for service
• Primarily responsible for troubleshooting and resolving ALL Level 1 support issues
• Provides world-class customer service in an accurate, efficient, and professional manner
• Responds to and ensures the timely resolution of all support inquiries, with high regard to restaurant system up time
• Logs ALL incidents in designated ticketing system
• Maintains the working order of all company computer hardware and equipment
• Reaches out to internal business systems administrators as needed e.g. Sr. Technical teams, People Services, Finance, and Accounting
• Works non-traditional hours including early mornings, after hours, late nights and weekends

Additional Information
• Associate’s Degree in Computer Sciences or Management Information Systems or equal combination of education and prior work experience
• At least two years’ experience providing technical support on an IT help desk or call center preferably in the food service, retail or hospitality industry
• Knowledgeable of point of sale functionality, troubleshooting, and reporting; prior experience with Radiant/NCR Aloha a plus
• Proficient knowledge of Microsoft Office 2010 and earlier; Windows 7 and XP hardware and software installation and maintenance, including Remote Access Platforms (VPN) and PC Imaging; MCP a plus
• Experience Administering Active Directory Users and Groups
• Experience troubleshooting and configuring desktop PC’s, laptops and mobile devices
• Experience configuring and troubleshooting printers and network connectivity issues, working knowledge of basic networking topologies is required; A+ and Net+ certifications a plus
• Knowledge of telecommunications; Avaya phone systems experience a plus
• Excellent verbal and written communication skills, as well as strong phone and email etiquette
• Ability to remain organized and effectively prioritize requests/responsibilities
• Able to analyze and solve problems in a logical manner, as well as learn from experiences to build efficiency over time
• Strong multitasker with the ability to navigate and use multiple systems simultaneously, in a fast paced environment
• Ability to communicate proficiently in Spanish a plus

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