IT Helpdesk Analyst

About the role

Based in our Irvine, CA Support Center, this position supports The Habit Burger's entire technology stack via phone, email, ticket management system, and in-person interactions. The Service Desk Analyst will provide excellent customer service while troubleshooting technical issues in a fast-paced, rapidly growing restaurant chain environment.

This role requires a highly detail-oriented individual capable of staying calm under pressure and guiding less technical users through troubleshooting steps. Weekend work is required as the Service Desk operates almost 24/7.

Responsibilities

• Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.
• Consult with service desk team members to resolve issues.
• Initiate service orders to dispatch technicians for technology or facility issues.
• Troubleshoot basic issues related to restaurant technology (e.g., connectivity issues, software upgrades).
• Complete password reset requests.
• Assist stores with questions related to restaurant technology and applications.
• Resolve previously identified (known) issues utilizing the knowledge base.
• Document all communication and troubleshooting steps and close or escalate tickets as needed via the Service Desk ticket management system.
• Communicate with various vendors for warranty and other troubleshooting requirements.
• Perform other duties and special projects as assigned by the Service Desk Team Leaders.
• May be required to visit restaurant locations for onsite troubleshooting, hardware/software installation, or replacement.
• May participate in New Restaurant Opening technology installation (multi-state).

Requirements

• Previous customer service experience in either a restaurant or retail environment preferred.
• 6 months of Service Desk support experience or entry-level technical training and certifications.
• Ability to multitask and work over the phone, web browser chat, or email.
• Spanish speaking is a plus.
• Some travel may be required to visit restaurant locations, including out-of-state.

Pay

$22.88 - $26.00 per hour + bonus eligibility. The final pay will consider the successful candidate’s location, experience, and other job-related factors.