HD Analyst II

Essential Duties And Responsibilities

• Provide effective communication of support solutions to restaurant personnel on existing, as well as new, technology platforms.
• Install/update hardware and software to resolve system related issues per established procedures.
• Diagnose and document system related issues in a timely and efficient manner.
• Follow-up on unresolved issues to ensure timely resolutions.
• Interpret user problems and recommend solutions.
• Escalate unresolved issues to the correct resource.
• Able to organize and prioritize tasks to ensure timely problem resolution.
• Flexible work hours.
• Other duties as assigned.

Qualifications And Experience

• 2+ years of experience in an IT support/HelpDesk support role.
• Experience with HelpDesk software and remote support tools desired.
• Retail experience to include POS and Back Office management applications including inventory systems.
• Experience in a multi-shift or 24/7 environment preferred.
• Good understanding of corporate networking infrastructure (i.e. Hardware based VPN preferred).
• Good understanding of LAN, WAN and Wi-Fi.
• Good analytical skills.
• Work well under pressure with minimal supervision.
• Computer Skills: Knowledge of PC systems. Windows, Restaurant Management applications, MicrosoftOffice Suite and other related software. Understanding of networking software.

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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Temperature controlled office.
• The noise level in the work environment is moderate to high.
• Position requires availability for nights, weekends and holiday rotations on site to support a multi-shift, 24/7 environment.

Equipment Used

• Computer, fax, copier, phone, scanner, printer, smartphone and calculator.
• Laptop for maintenance and support of remote sites.
• Lab system.

Benefits

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Equal Opportunity Employer

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations.