Help Desk Level 2 - Evening Hybrid Support Lead

Panera LLC; St. Louis (MO); Hybrid; USD 53,000 - 64,000; Full time

Job summary

Panera LLC in Saint Louis, MO is seeking a Level 2 Help Desk professional to provide second‑level support for cafes and Field Services. You will escalate, troubleshoot, and resolve issues to minimize downtime and ensure excellent end‑user service.

The role requires leadership to grow first‑level analysts, knowledge of Panera systems, and flexible scheduling including evenings and overtime. Join our Saint Louis Support Center team in a hybrid setup.

Qualifications

• Excellent communication skills with Cafés and within the Help Desk.
• Ability to diffuse escalations from Café Managers.
• Exceptional situation awareness with a proven ability to diagnose a situation and create a customized, flexible approach to resolve.
• Demonstrated willingness and drive to see the issue is thoroughly investigated and properly resolved.
• Demonstrated ability to train and coach others.
• Ability to analyze reports, identify trends and document findings that will support needed changes in Panera Systems.
• Demonstrated experience in troubleshooting and resolving technical computer related problems.
• Experience with networking equipment including switches, routers, and cabling.
• Proven ability to learn new systems quickly and thoroughly.

Responsibilities

• Level 2 provides technical leadership for the Help Desk and cafes.
• Log accurate records of all support issues in Service Now; include problem description, resolution, troubleshooting methods, and conversations with the customer.
• Maintain up-to-date knowledge on all Panera systems, processes, and escalation paths.
• Create and maintain training documentation for the Help Desk.
• Shift work is required; including weekends and overtime as needed; on-call shifts.
• May be assigned other duties such as Software Deployment, System Staging, Configuration & Testing, System Programming, or Café Installations & Upgrades.
• Provide support to the entire help desk and cafes to achieve service level agreements.
• Work on resolving aging, assigned, and escalated cases with full ownership and closure.
• Create a positive environment when working with other team members.

Skills

Excellent communication

Escalation management

Training others

Situation awareness

Troubleshooting

Networking knowledge

ServiceNow

Dynatrace

Five9

Cisco

SolarWinds

VHQ

Insight

Tools

ServiceNow

Dynatrace

Five9

Cisco

SolarWinds

VHQ

Insight

Job description

Panera LLC in Saint Louis, MO is seeking a Level 2 Help Desk professional to provide second‑level support for cafes and Field Services. You will escalate, troubleshoot, and resolve issues to minimize downtime and ensure excellent end‑user service.

The role requires leadership to grow first‑level analysts, knowledge of Panera systems, and flexible scheduling including evenings and overtime. Join our Saint Louis Support Center team in a hybrid setup.