IT Help Desk Analyst II — Flexible Hours, 24/7 Support

Restaurant Brands International; City of Syracuse (NY); On-site; USD 50,000 - 70,000; Full time

Job description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities. RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

Essential Duties And 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‑up 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.

Qualiications And Experience

• 2+ years of experience in an IT support/HelpDesk support 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.

Computer Skills

• Knowledge of PC systems. Windows, Restaurant Management applications, Microsoft.
• Office Suite and other related software.
• Understanding of networking software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, or hear. The employee frequently is required to use hands to handle or feel, and also to reach with hands and arms. The employee is occasionally required to stand and walk. Employee may occasionally need to lift up to 50lbs.

Work Environment

• Temperature controlled office.
• The noise level in the work environment is moderate to high.
• Position requires availability for nights, weekends and holiday rotations on site to support a multi‑shift, 24/7 environment.

Equipment Used

• Computer, fax, copier, phone, scanner, printer, smartphone and calculator.
• Laptop for maintenance and support of remote sites.
• Lab system.

Benefits

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Equal Employment Opportunity

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.