Help Desk Technician

Key Responsibilities

• Provide expert-level technical support for incoming queries and issues related to computer systems, software, hardware, and networking.
• Address support requests through phone, email, or remote access tools, ensuring accurate and timely assistance.
• Diagnose and troubleshoot problems by asking relevant questions to understand the nature of the issue.
• Guide customers through troubleshooting processes, resolving issues step-by-step.
• Install, configure, and maintain computer hardware and software as needed.
• Utilize diagnostic tools and programs to efficiently resolve technical problems. Such Tools include a videotelephony product, remote desktop software, a mobile device management platform, and internal programs to identify specific store and hardware information.
• Resolve technical issues pertaining to Local Area Networks (LAN), Wide Area Networks (WAN), and other network systems.
• Cook with third-party vendors to ensure timely and accurate services. Our vendors include: Food delivery service that we update menu data, Network vendor who assists with ensuring stores maintain internet access, Point of sale partner outfits our stores with their POS hardware, fintech company that we utilize to submit refunds with for store accounting.

Qualifications

• Proven experience in troubleshooting hardware, software, and network issues, or equivalent training and education.
• 1-3 years of prior experience in a help desk or technical support role preferred.