Support Analyst, Corporate Support

Qdoba Restaurant Corporation; San Diego (CA); Hybrid; USD 48,216 - 50,971; Full time

Benefits offered by this job

Paid Time Off (PTO) including vacation and sick leave

Job summary

A food service corporation is seeking a Corporate IT Support Analyst to provide high-quality technical support to corporate users. Key responsibilities include troubleshooting IT issues, managing employee onboarding, and supporting high-profile events. Ideal candidates should have a strong technical background, 3-5 years of relevant experience, and skills in systems administration. The position offers competitive pay of $35-$37 per hour and requires excellent communication and problem-solving skills.

Qualifications

• 3-5 years technical call center support experience required.
• 2+ years with systems administration.
• Knowledge of ITIL / ITSM framework is desirable.

Responsibilities

• Troubleshoot and resolve complex incidents.
• Manage employee onboarding and offboarding processes.
• Provide AV support for brand events.

Skills

Friendly presence and helpful attitude

Advanced understanding of common operating systems

Excellent oral and written communication skills

Critical thinking skills

Ability to work independently or in a team

Education

Bachelor's degree in Computer Science or related field

High school diploma or GED

Tools

CompTIA A+

CompTIA Network+

Microsoft Certified

Windows 10 and 11

Office 365

Active Directory

Azure AD

Okta

Job description

Overview

The Corporate IT Support Analyst is responsible for directly and indirectly delivering efficient, effective, and high-quality technical support to corporate end users and above-restaurant leaders while meeting established service level agreements. The Corporate Support Analyst will work with minimal supervision, independently or with internal and outsourced technical teams to ensure QDOBA’s goals and KPIs related to outstanding customer service are met. The Support Analyst is responsible for delivering appropriate and timely resolutions, and minimizing downtime from incidents, problems and changes. A strong technical background, strong data analysis capabilities, and excellent communication skills are a must. The Corporate Support Analyst may serve in an on-call rotation or provide evening, overnight, and/or weekend systems support as required.

KEY DUTIES/RESPONSIBILITIES:

• Investigate, troubleshoot, and resolve moderately complex to complex incidents and problems.
• Fulfill service requests for hardware, software, configuration changes or corporate event readiness.
• Work with corporate and above-restaurant end-users, technicians, or vendors either in-person or remotely to troubleshoot, configure, resolve problems, and ensure system availability.
• Follow standard and established operating procedures; keep accurate record of problems, troubleshooting steps, root cause and resolution following established protocol; observe appropriate operating process and security policies.
• Ensure policy adherence and business compliance throughout the support process; including, but not limited to, Personally Identifiable Information (PII) and Payment Card Industry (PCI DSS).
• Aid in the development of policies and procedures required for reliability, security, and compliance.
• Participate in or lead various department projects, including product evaluations, hardware / software upgrades and/or deployments, system configuration changes, conference room updates, et al.
• Configure hardware and software. Assist with scripting as needed to resolve or enhance the computing environment; undertake small programming projects as required (e.g., installation, configuration, and automation of software).
• Contribute to a technical knowledge base for incident management, problem resolution and training. Create or enhance support documentation required for the introduction of new software, hardware, processes, or procedures.
• Research, analyze and make recommendations on hardware, software, telephony, and AV solutions to improve versatility, end-user experience and/or reduce costs.
• Remain technologically current with commonly used software, hardware, and other equipment.
• Maintain IT inventory and track purchasing based on historical and current needs.
• Provide hands-on AV support for high-profile brand events and executive-led conferences.
• Maintain high availability labs for internal testing and external development of restaurant systems.
• Assist call teams w/ maintaining their phone queues and auto-attendants.
• Manage employee onboarding and offboarding, including device recovery, provisioning, and user rights assignment in Okta, AD, and O365.
• Preserve, assist, and train in use of OneDrive and SharePoint to ensure safety of user data.
• Perform other related duties, tasks and responsibilities as required, assigned, and directed.

Qualifications

Education

Requires a high school diploma, G.E.D. or equivalent. A bachelor’s degree or associate degree in Computer Science, Computer Technologies or related field is preferred.

Certifications/Specific KSAs

CompTIA A+, CompTIA Network+, and/or Microsoft Certified Preferred

Experience

• 3-5 years technical call center support or other related technical experience.
• 2+ years of systems administration experience with the following: Windows 10, Windows 11, Mac, Office 365, Okta, Active Directory, Azure AD and Endpoint Management (Intune).
• 1-2 years network diagnostics and problem resolution and/or network administration.
• Proven experience with a cloud email gateway or advanced security solutions such as Abnormal, Proofpoint, or Microsoft.
• Knowledge and experience of managing and supporting SASE solutions such as Zscaler.
• Previous experience with call center ticketing software, understanding of ITIL / ITSM framework.

Knowledge/Skills/Abilities

• Friendly presence and helpful attitude; great interpersonal skills, and ability to work well with others.
• Ability to utilize Microsoft Office products for support, reporting, and documentation.
• Advanced understanding of common operating systems, software applications and computer hardware.
• Excellent oral and written communication skills.
• Ability to work in an office environment and provide technical support in-person or over the phone with a professional demeanor.
• Ability to work independently or as part of a cross-functional team on projects/issues of high complexity.
• Critical thinking skills: ability to visualize a problem or situation and think abstractly to solve it.
• The ability to work in a fast paced, ever changing technical environment; remain productive during slow times, multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work with or without direct supervision.
• Ability to communicate complex or business critical issues with supervisors as they become known.
• Technical Learning – Picks up on technical things quickly; can learn new skills and knowledge; proven experience in learning new industry, company, product, or technical platform.

Physical Requirements

Ability to speak/hear clearly in person and on the telephone. Ability and willingness to travel to remote locations as needed (<10%). Ability to work as needed, e.g., evenings and weekends. Ability to lift and carry up to 50 lbs. Ability to operate a computer, i.e., desktop, laptop, tablet, etc

Reasonable Accommodation

Qdoba and its affiliates will make reasonable accommodations to allow a qualified individual with a disability to enjoy equal employment opportunities and to perform the essential functions of the job. This position description should be applied accordingly.

• PTO (including vacation and sick)

Pay Range: $35/HR - $37/HR

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Privacy Policy:

QDOBA takes pride in carefully selecting talented people and mixing them together to discover amazing flavors. We value the diversity that all our employees bring to the table and the new flavors they bring to our team. Employment decisions and rewards recognize job accountabilities, business needs, and performance merit without regard to age, gender, race, religious affiliation, Veteran status, sex, gender identity, sexual orientation, disability, or any other protected classification recognized by applicable federal, state, or local law.