IT Support Analyst

The IT Support Analyst will provide hands-on leadership and support focused on serving our restaurants and corporate staff by establishing and maintaining best-in-class customer service and support. This is an in-person position at our corporate office in Cypress, CA.

Essential Functions:

• Proactively completes support tickets following the prioritization framework.
• Answer questions and resolve IT system issues for restaurants, field-based personnel and home office staff via phone, email, remote desktop access and site visits.
• Coordinates with help desk resources from a variety of vendors in areas such as Point of Sale (POS), HR, Accounting and Operations. Maintains contact with vendors and identifies when issues need to be escalated.
• Proactively communicate with IT leadership and affected customers to maintain SLA’s.
• Install and troubleshoot software, hardware, and services in restaurants such as internet connections, firewalls, switches, phones, security cameras, scanners, alarms, etc. 
• Installs and supports software and hardware for workstations and mobile devices such as telephones, laptops, tablets, G Suite, and MS Office.
• Support and coordinate IT vendors during New Store Openings/Remodels, including on-site hardware installation and user training.
• Identifies when equipment needs to be updated or changed to meet the needs of users, developing recommendations and implementing changes. 
• Assist in assessing and maintaining IT infrastructure such as servers, workstations, laptops, printers and phones. Supervises 3rd party work to ensure professional and security standards are maintained.
• Trains end users on IT related systems, software, and processes.
• Performs regular administrative functions such as telecom inventory review and invoice reconciliation.
• Provides ad hoc support for corporate meetings and initiatives.

Skills and Abilities:

• Curious, constantly considers the optimal way to achieve a task, focusing on short-term and long-term value.
• Stays up-to-date on technical changes in hardware and software utilized by the Company.
• Efficiency driven, always looking for better ways to perform duties and improve the scalability of the organization.
• Effectively communicate with all levels of the organization, simplifying complex technical information for non-technical users with confidence and humility
• Clear documenting habits, including solutions and procedures for future use.
• Ability to solve hardware and software problems in a logical manner.
• Basic Microsoft SQL Database administration including user maintenance and disaster recovery validation

Education and Experience:

• Bachelor’s Degree in Computer Science, Engineering, Technology and/or relevant work experience preferred.
• Three to Five years of experience as an IT Analyst and/or Help Desk in a mid-to-large/multi state restaurant, fast food and/or retail organization with excellent customer engagement and direct-to-customer track record.
• Familiarity and experience working with Google Suite, Service Desk Ticketing Systems and/or vendor packages or applications focusing on customer interaction and direct-to-customer support.
• Excellent communicator with an ability to build consensus among cross-functional teams, including business partners and technical resources.
• Experience writing software scripts to automate tasks and/or connect with third-party APIs.
• Experience with Willing and capable of approximately 10% local and overnight travel.
• Willing and capable of regularly scheduled After Hours and Weekend On-Call work.
• Valid Driver’s License Required.
• Bilingual English/Spanish a plus. 

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.

While this position entails approximately 80% sitting and the remaining time standing or walking, the position requires the employee to lift or carry up to 45 pounds (e.g., small equipment or office supplies. The position also requires frequent stooping, kneeling, crawling (i.e. under desks), climbing (i.e. ladders) and reaching above head for items. While performing the duties of this job,the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.