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IT Support Representative - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | 2481 Manana Drive Dallas, Texas |
About this job
An Information Technology Support (ITS) Representative is an individual responsible for certain aspects of IT Support. The IT Support Representative is dedicated to customer support in a highly proprietary software and hardware environment. This position is required to and must be willing to work days, nights and weekends and on-call rotations when needed. They could also participate as a part of a team during the implementation of any new applications/systems or changes to applications/systems at the stores as well as new store openings.
Primary Responsibilities
• Take incoming support calls, answer incoming email support requests from stores and WHQ.
• Provide desk side support for WHQ team.
• Troubleshoot, resolve and document support issues reported to ITS.
• Work with super users and other areas of the IT team to identify problems and troubleshoot issues reported to ITS.
• Work with IT vendors to resolve support issues.
• Work closely with the on-site team and/or IT team members during implementations of new equipment or software or upgrades.
• Image, configure and deploy new workstations shipped to stores.
• Utilize monitoring systems and in place to detect down or problem devices.
• Daily review of open or escalated tickets; review/update/follow-up/close open or escalated tickets.
Required Skills and Experience
• Must be able to develop an understanding of the configuration of the proprietary software applications and hardware utilized by Dave & Buster’s stores and WHQ.
• Must be proficient and comfortable working with Windows 7 operating system.
• Must have basic knowledge of server products such as Windows Server 2008, 2012 including basic understanding of Active Directory and Microsoft Management Console.
• Must be proficient and comfortable troubleshooting desktops and laptops.
• Must be proficient and comfortable troubleshooting networking problems including basic switch and router issues, tracert, dns, dhcp.
• Must be proficient and comfortable working with Microsoft Office Products, Remote Desktop, VPN applications.
• Knowledge of IBM Notes, Adobe products a plus.
• Knowledge of Micros 9700 POS platforms and POS Hardware a plus.
• Knowledge of Micros Simphony platform is a plus.
Soft Skills
The successful candidate will possess the following traits:
• Maintain a professional and helpful attitude towards customers; both internal and external.
• Be proactive; react to monitoring alerts of down or problem devices in a timely manner, respond to email requests in a timely manner.
• Be a self-starter; do not wait for tasks to be assigned.
• Be detail oriented; document troubleshooting steps, resolutions clearly. Verify the issue is resolved before moving on.
• Work quickly and efficiently to identify problems to ensure quick resolution.
Primary Responsibilities
• Take incoming support calls, answer incoming email support requests from stores and WHQ.
• Provide desk side support for WHQ team.
• Troubleshoot, resolve and document support issues reported to ITS.
• Work with super users and other areas of the IT team to identify problems and troubleshoot issues reported to ITS.
• Work with IT vendors to resolve support issues.
• Work closely with the on-site team and/or IT team members during implementations of new equipment or software or upgrades.
• Image, configure and deploy new workstations shipped to stores.
• Utilize monitoring systems and in place to detect down or problem devices.
• Daily review of open or escalated tickets; review/update/follow-up/close open or escalated tickets.
Required Skills and Experience
• Must be able to develop an understanding of the configuration of the proprietary software applications and hardware utilized by Dave & Buster’s stores and WHQ.
• Must be proficient and comfortable working with Windows 7 operating system.
• Must have basic knowledge of server products such as Windows Server 2008, 2012 including basic understanding of Active Directory and Microsoft Management Console.
• Must be proficient and comfortable troubleshooting desktops and laptops.
• Must be proficient and comfortable troubleshooting networking problems including basic switch and router issues, tracert, dns, dhcp.
• Must be proficient and comfortable working with Microsoft Office Products, Remote Desktop, VPN applications.
• Knowledge of IBM Notes, Adobe products a plus.
• Knowledge of Micros 9700 POS platforms and POS Hardware a plus.
• Knowledge of Micros Simphony platform is a plus.
Soft Skills
The successful candidate will possess the following traits:
• Maintain a professional and helpful attitude towards customers; both internal and external.
• Be proactive; react to monitoring alerts of down or problem devices in a timely manner, respond to email requests in a timely manner.
• Be a self-starter; do not wait for tasks to be assigned.
• Be detail oriented; document troubleshooting steps, resolutions clearly. Verify the issue is resolved before moving on.
• Work quickly and efficiently to identify problems to ensure quick resolution.
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