IT Analyst I

About Support Now

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

How We Work

Staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them. Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask Staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first. Our Flexible Futures Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Role Overview

IT Helpdesk Agents are responsible for providing support for all technologies used by our Chick-fil-A Franchisees. IT Agents look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other. If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.

Responsibilities

• Provide an effortless customer experience through online or phone response to make it easy for restaurants to get answers and solve problems
• Utilize ticketing system to communicate and thoroughly document issues and opportunities
• Manage ticket queue daily to make sure all tickets are updated and communicated resolved effectively
• Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms
• Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
• Follow all Standard Operating Procedures
• Advocate for the restaurants and own issues until completion
• Maintain restaurant and business acumen by attending and pass all required training to adequately support the platforms and restaurants
• Support departmental goals such as Quality, Customer Satisfaction and other key metrics
• Adhere to published work schedule and maintain excellent attendance
• Demonstrate relentless teamwork through collaboration on team projects and initiatives

Required Qualifications

• Earned an Associate's Degree or actively enrolled in undergraduate four-year degree (Bachelors) program
• 0-2+ years experience
• Working knowledge of Microsoft Office
• Ability to work independently with minimal supervision

Preferred Qualifications

• Bachelor's Degree in Information Technology, Computer Information Systems, Business, Marketing Degree or related field
• 0-2+ years Help Desk/Call Center experience
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus

Additional Details

• Travel Requirements: 10%
• Preferred Level of Education: Bachelor's Degree
• Required Major/Concentration: Information Technology, Computer Information Systems, Business, Marketing Degree or related field
• Relocation Assistance Provided: No