IT Help Desk Analyst

IT Help Desk AnalystWhen working at Fourteen Foods Dairy Queen, we welcome every guest with a smile and every day is a celebration! Since 2002, Fourteen Foods has been serving up smiles in 14 states and over 250 locations. As the largest Dairy Queen franchisee in the world, we offer the benefits and opportunities you can expect from an iconic national brand. Don't wait to get your career started, take advantage of this sweet opportunity today!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 Helpdesk Analyst I provide support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technical assistance for 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 who encounter issues at the store level and provide support to escalate or resolve those issues quickly. This position is required to be 100% in office. This position additionally requires on-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 resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and 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 IT assistance in resolving IT issues and documents the issue in the service desk ticket.Effectively identifies service desk issues and resolves or escalates problems appropriately.Ensures high level of end user satisfaction via superior 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 as appropriate.Prioritizes work efforts and communicates with business units and end-users.Understands and can troubleshoot hardware and software issues real time to resolve issues related to end user IT equipment and resources.Configures, repairs, & maintains hardware for stores or office users and ships the equipment as necessary.Provides shipping and tracking assistance for all IT equipment.Utilizes basic hand tools to fix hardware or equipment.Helps the team keep workstations and office area clean and organized.Assists with various projects, including with outside departmental members.Participates in the on-call, afterhours schedule to aid stores and office users outside normal business hours.Participates in inventory tracking, counting, and organization.Remotely assists IT Field Services Technicians completing on-site troubleshooting.Restaurant Advocate Representative (10%):Evaluate what are critical issues needed to keep store running.Answer main phone line for Restaurant Advocate to create critical/urgent tickets.Provide timelines for resolution, communicating to all parties involved throughout lifecycle.Coordinated outside Vendor services performed, follow up.Coordinate areas of expertise with appropriate Subject Matter 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.comFinancial 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, FundraisingHuman Resources- payroll questions, Ceridian questions, Benefits inquiries, Employee injuries and work comp claims, employee relationsQualifications:Proven experience as a help desk technician or other customer support role.A minimum of 3 years working in 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/AS in IT or Computer Science or relevant field experience.CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.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 ServiceCommunication SkillsAbility to learn quicklyTroubleshooting/problem-solving skillsAbility to work well under pressureAdaptabilityTeamwork skillsFrauenshuh Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We encourage applicants of all ages and experience, as we do not discriminate on the basis of an applicant's age. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Please be advised that operation positions may involve exposure to various work hazards, including but not limited to extreme temperatures (both high heat and cold environments depending on seasonal and job assignment) and allergens (such as peanuts, dairy, soy, and other food-related allergens). Candidates should consider these factors when applying and be prepared to take necessary precautions to ensure their safety and comfort. We are committed to providing a safe work environment and will supply appropriate protective gear and training to manage these conditions. Reasonable accommodations will be provided for qualified individuals with disabilities to perform the essential functions of the job.E-Verify Notice - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.