24/7 IT Help Desk Analyst II — Retail Tech Support

3327 Carrols Corporation; City of Syracuse (NY); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Global paid parental leave

Free telemedicine service

Mental wellness support

Job summary

Restaurant Brands International Inc. is seeking an IT Help Desk / On-site Support professional to assist restaurant personnel with technology platforms, hardware and software.

The role requires 2+ years in IT support, knowledge of POS/Back Office applications, and the ability to work nights, weekends, and holidays in a 24/7 environment. The position emphasizes customer-focused incident resolution, hands-on hardware/software support, and collaboration with cross-functional teams to keep store

Qualifications

• 2+ years of experience in an IT support/HelpDesk role.
• Experience with HelpDesk software and remote support tools desired.
• Retail experience to include POS and Back Office management applications including inventory systems.
• Experience in a multi-shift or 24/7 environment preferred.
• Good understanding of corporate networking infrastructure (i.e. Hardware based VPN preferred.)
• Good understanding of LAN, WAN and Wi-Fi
• Good analytical skills.
• Work well under pressure with minimal supervision.

Responsibilities

• Provide effective communication of support solutions to restaurant personnel on existing, as well as new, technology platforms.
• Install/update hardware and software to resolve system related issues per established procedures.
• Diagnose and document system related issues in a timely and efficient manner.
• Follow-upon unresolved issues to ensure timely resolutions.
• Adjust activities based on call volume fluctuations.
• Interpret user problems and recommend solutions.
• Escalate unresolved issues to the correct resource.
• Ability to organize and prioritize tasks to ensure timely problem resolution.
• Flexible work hours.
• Other duties as assigned.

Skills

HelpDesk experience

Remote support tools

Retail POS

Networking basics

Multi-shift / 24/7

Tools

HelpDesk software

Remote support tools

POS systems

LAN/WAN networking

Job description

Restaurant Brands International Inc. is seeking an IT Help Desk / On-site Support professional to assist restaurant personnel with technology platforms, hardware and software.

The role requires 2+ years in IT support, knowledge of POS/Back Office applications, and the ability to work nights, weekends, and holidays in a 24/7 environment. The position emphasizes customer-focused incident resolution, hands-on hardware/software support, and collaboration with cross-functional teams to keep store