IT Help Desk Analyst

Hirebridge; Franklin (TN); On-site; USD 38,000 - 48,000; Full time

Job summary

Hirebridge is seeking an IT Helpdesk Analyst I for a full-time, on-site role at our Franklin, TN office. You will provide Level 1 IT support and handle Restaurant Advocate calls, with on-call rotation.

You will work with a customer-focused team to resolve technical issues quickly, documenting tickets and escalating to SMEs as needed to keep stores and offices running smoothly.

Qualifications

• Proven experience as a help desk technician or similar role.
• Minimum of 3 years in a help desk environment.
• Tech savvy with office automation, databases, and remote control.
• Understand computer systems, mobile devices and tech products.
• Ability to diagnose and resolve basic technical issues.
• AA/AS in IT or Computer Science or relevant field.
• CompTIA A+, Net+, Security+ a plus but not required.

Responsibilities

• Provides Level 1 IT assistance and documents issues in the service desk ticket.
• Identifies service desk issues and escalates problems appropriately.
• Ensures high end-user satisfaction through superior customer service and verified resolutions.
• Documents incidents and resolutions in service desk tickets.
• Supports service desk tools, processes, and vendor relationships as needed.
• Prioritizes work and communicates with business units and end-users.
• Handles on-call after-hours support for stores and office users.
• Remotely assists IT Field Services Technicians on-site troubles.

Skills

Customer service

Communication skills

Troubleshooting

Teamwork

Adaptability

Ability to learn quickly

Education

AA/AS in IT or Computer Science

Tools

Remote control

Databases

Office automation

Job description

NOTE: THIS IS A FULL-TIME POSITION AND WILL BE FULLY ON-SITE AT OUR OFFICE IN FRANKLIN, TN.Candidates must have unrestricted authorization to work in the United States for any employer. This position is not eligible for visa sponsorship, transfer of sponsorship, or relocation assistance.

Position Summary: The IT HelpdeskAnalyst I providesupport to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technicalassistancefor multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees whoencounterissues at the store level and provide support to escape or resolve those issues quickly.This position isrequiredto be 100% inoffice. This positionadditionallyrequireson-call on a rotating, regular basis.

Communication and teamwork will be at the center of the role.The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolvedimmediately.The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an activelistenerand be able to respond and serve people’s needs.The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team’s problems.

The IT Helpdesk Analyst I is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Essential Functions:
IT Helpdesk Representative (90%):

• Provides Level 1 basic ITassistancein resolving IT issues and documents the issue in the service desk ticket.
• Effectivelyidentifiesservice desk issues and resolves or escalates problems appropriately.
• Ensureshigh levelof end user satisfactionviasuperior customer service and verification of issue resolution.
• Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
• Supports the Service desk tools, processes, and vendor relationships asappropriate.
• Prioritizes work efforts and communicates with business units and end-users.
• Understands and can troubleshoot hardware and softwareissuesreal time to resolve issues related to end user IT equipment and resources.
• Configures, repairs,&maintainshardware for stores or office users and ships theequipmentas necessary.
• Provides shipping and trackingassistancefor all IT equipment.
• Utilizes basic hand tools to fix hardware or equipment.
• Helps the team keep workstationsand office area clean and organized.
• Assistswith various projects, including with outside departmental members.
• Participates in the on-call,afterhours scheduleto aid stores and office users outside normal business hours.
• Participates in inventory tracking, counting, and organization.
• RemotelyassistsIT Field Services Technicians completing on-site troubleshooting.

Restaurant Advocate Representative (10%):

• Evaluate whatare critical issuesneeded to keep store running.
• Answer main phone line for Restaurant Advocate to create critical/urgent tickets.
• Provide timelines for resolution, communicatingtoall parties involved throughoutlifecycle.
• Coordinated outside Vendor services performed, follow up.
• Coordinate areas of expertise withappropriate SubjectMatter Experts to resolve issues.These departments include, but are not limited to:
• Store Operations – store supply, general maintenance/upkeep (trash, landscaping, snow removal, hood service, Uniform Orders, cake supplies, Food Vendor issues, Management of TUAU submissions and response, DQ cakes.com
• Financial Data and Reporting - SPLH sales forecasting, Par Levels, Power BI scorecard reporting, Deposit issues, Bank concerns, Ceridian clock-in issues, Data Central inventory issues (critical counts, EOM inventory)
• Marketing - POP, signage (building, reader boards, highway signs, coupons, PLU #’s, Fundraising
• Human Resources- payroll questions, Ceridian questions, Benefits inquiries, Employee injuries and work comp claims, employee relations

Qualifications:

• Proven experience as a help desk technician or other customer support role.
• A minimum of3years workingin a help desk environment.
• Tech savvy with working knowledge of office automation production, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• AA/ASin ITorComputer Science or relevant fieldexperience.
• CompTIA A+, Net+, Security+, and other similar certifications are a plus, but notrequired.
• Must have excellent customer service, communication,and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.

Competencies:

• Customer Service
• Communication Skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work well under pressure
• Adaptability
• Teamwork skills