IT Support Specialist

at  Donatos

Job details

Job type Full-time, Part-time

Job description

IT Support Specialist

Position Summary:

The IT Support Specialist is responsible for providing comprehensive technical support for store and home office operations, troubleshooting end user problem and following established polices/procedures and escalation processes.

Essential Responsibilities:

* Respond to telephone calls, email, web based, and personnel requests for technical support.

* Track and monitor issues to insure a timely resolution.

* Escalate tickets in the current call-tracking database (when problem lies outside of level 1 responsibility)

* Identify, research, and resolve technical problems.

* Identify and resolve:

* Basic terminal and printer setup issues and problems.

* Data communication problems.

* Internet connectivity problems.

* E-mail problems.

* Basic POS related issues such as associate file maintenance, re-direction of printers, terminal/register assignments, etc.

* Basic office tool usage and problems

* Security and access setup issues

* Follow instructions and pre-established guidelines to perform the functions of the job.

* Check the emergency and non-emergency voicemail boxes daily and open tickets, as appropriate.

* Respond to and log in the current call-tracking database and request for services both during office hours and after hours

* Troubleshoot telephone issues, both in-house and at the restaurant level, using the appropriate documentation.

* Perform the polling duties with the end result of having the warehouse loaded 100%, when scheduled.

* Re-send and update any unfinished update jobs sent to any restaurants.

* Recognize and report any unfinished update jobs sent to any restaurants.

* Monitoring software.

* Modify network user accounts and group memberships.

* Change user passwords as required.

* Support store POS conversions and rollouts and participate in testing efforts.

* Street Files / Inventory Updates

* Prepare and maintain system support documentation both procedural and trouble shooting.

* Participate in, and conduct technical training programs and desktop applications as needed.

* Maintain up to date technical skills appropriate for focused areas (Level2) development

Minimum Requirements:

The following education, experience, knowledge, skills and abilities (KSA's) are required to perform in this role:


* Associate-level degree in Computer Science, Information Systems, related fields or equivalent experience

* Appropriate professional certifications are preferred, but not required

Work Experience:

* Certified or formal training in key technologies as Level 2 expert

* Basic knowledge of physical network connectivity

* Basic knowledge of Linux and other operating systems

* Strong knowledge of Incident management process and tools logging problem/resolution activities

* Knowledge of database concepts

* Basic knowledge of monitoring tools; What'sUp Gold

* Hands on experience with Point of Sale systems (hardware & software)

* Web technologies

* Must have excellent problem solving abilities, oral and written communication skills; as well as, organizational and customer service skills

* Knowledge of commonly used concepts, practices, and procedures within a Help Desk environment is required (including ticketing systems).

* This position will work in a temperature controlled office setting.

Additional Info

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