Location: Columbus, OH (hybrid)
Job type: Direct-Hire
Salary range: $55,000 - $57,200
Responsibilities:- Respond to telephone calls, email, web based, and personnel requests for technical support.
- Track and monitor issues to insure a timely resolution.
- Escalate tickets in the current call-tracking database (when problem lies outside of Level 1 responsibility).
- Identify, research, and resolve technical problems.
- Respond to and log in the current call-tracking database and request for services both during office hours and after hours when scheduled.
- Troubleshoot telephone issues, both in-house and at the restaurant level, using appropriate documentation.
- Perform the polling duties so warehouse is 100% loaded, when scheduled.
- Re-send and update any unfinished update jobs sent to any restaurants.
- Recognize and report any unfinished update jobs sent to any restaurants.
- Monitor software.
- Modify network user accounts and group memberships.
- Change user passwords as required.
- Support store POS conversions and rollouts and participate in testing efforts.
- Street Files / Inventory Updates / Menu Management.
- Prepare and maintain system support documentation both procedural and trouble shooting.
- Participate in and conduct technical training programs and desktop applications as needed.
- Maintain up to date technical skills appropriate for focused areas (Level2) development.
Identify and resolve:
- Basic terminal and printer setup issues and problems.
- Basic POS related issues such as associate file maintenance, re-direction of printers, terminal/register assignments, etc.
- Data communication problems.
- Internet connectivity problems.
- E-mail problems.
- Basic office tool usage and problems.
- Security and access setup issues.
Qualifications:- Associate-level degree in Computer Science, Information Systems, related fields, or\ equivalent experience.
- Appropriate professional certifications are preferred, but not required.
- Certified or formal training in key technologies as Level 2 expert.
- Basic knowledge of physical network connectivity (LAN/WAN/VPN).
- Intermediate knowledge Windows OS, Mobile devices (Android & IOS) of Linux and other operating systems.
- Strong knowledge of Incident management process and tools logging problem/resolution activities.
- Intermediate experience with Active Directory, MySql, SQl tools and ADM.
- Intermediate knowledge of monitoring tools: SolarWinds, MDM, APM, NPM & UEM.
- Hands on experience with PC, Mac OS, Server, and desktop hardware & software.
- Web technologies.
- Must be customer-centric with excellent problem-solving abilities, oral and written communication skills, as well as organizational and customer service skills.
- Knowledge of commonly used concepts, practices, and procedures within a Help Desk environment is required (including ticketing systems)