Help Desk Agent

Help Desk Support TechnicianAre you an Information Technology (IT) Professional looking for a great company to join? Do you want to be part of an energetic team? If so, DRM, Inc. is the right place for you! DRM is looking for a Help Desk Support Technician to join the IT Department at the Corporate Office in Omaha, NE.DRM owns and operates 118 Arby's restaurants across the Midwest, along with one Buffalo Wild Wings Go (BWWGO) location in Omaha. If you have high attention to detail and are very organized, then DRM is looking for you!At DRM, we foster an environment that encourages learning, development, and career growth, guided by our core principles: Serving Others, Recognition Culture, Growth Mindset, Positive Attitude, Personal Accountability, and Adaptability.The Help Desk Support Technician will be responsible for first-level support services and technology-related tasks within the company. This position will be the first and central point of contact for all service events related to the IT environment.KNOWLEDGE, SKILLS AND ABILITIES:Basic knowledge of networking fundamentals and topologies.Solid work ethic, strong problem-solving skills and strong planning/organizing skills.Strong communication (written and verbal) and interpersonal skills.Ability to travel as needed to support IT changes, store/manager education and new store openings. (up to 10% travel)Ability to work non-standard hours during project implementation.ESSENTIAL DUTIES AND RESPONSIBILITIES:Provide in-house computer and network deployment, support, related to software and hardware to the Corporate Office and store locations.Manage end user access and permissions.Troubleshoot and resolve system issues over the phone within the office and store locations.Configure, install, and troubleshoot any of the following as part of support: networking equipment, workstations, various software, printers, and other commercial IT solutions.Coordinate with vendors as needed for installing, configuring, or replacing IT equipment and solutions.Conduct informal training with end users as needed, for newly implemented solutions.Act as an escalation point for system issues and facilitate internal communications as needed.Support ticket entry follow-up and updates within the ticket tracking system.Prepare, update, and maintain documentation for systems, processes, and operational procedures.Ability to work one week and weekend per month taking after-hours support calls.EDUCATION and/or EXPERIENCE:Associate Degree in Computer Science, Information Technology/Systems or equivalent certifications or experience is preferred but not required.1+ years of experience working within a help desk environment preferred.DRM, Inc. offers great benefits: Paid Leave, Medical, Sabbatical, Dental, Vision, 401k Savings Plan, Company-paid Life Insurance, LTD Insurance, Short Term Disability, Arby's Meal Discounts, Years of Service Program, Bonus Opportunities, and Smart-Casual Work Attire!