IT Helpdesk II

We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

About the role

Helpdesk Technicians support SpotOn Employees and Contractors requiring attention to confidentiality. This is a generalist role involving a broad range of tasks. Level II Technicians focus on tickets for the majority of their day – both frontline and as an initial escalation point of contact. Helpdesk also works on recurring tasks and special projects, including handling a wide range of responsibilities within the office to which they are assigned.

Responsibilities

• Keep regular office hours in assigned SpotOn office
• Handling tickets for tasks such as:
  • User administration (onboarding, offboarding, changes, resets, unlocks, etc)
  • Desktop support (hardware, software, and services)
  • Licensing (provisioning and deprovisioning)
  • Hardware requests
  • First response for issues from VIP (ELT & EAs)
  • Asset tracking (assignment, return, retirement)
  • Auditing (User and Accounts)
  • Regular maintenance and patching
  • Specialist for specific products and services
• Takes ownership of special projects as needed
• Respond to unexpected issues
• Other duties and projects as assigned

Requirements

• Intermediate Knowledge of Okta User/Group Management
• Intermediate Knowledge of Google Workspace User/Group Management/Administration
• Intermediate Knowledge of Macintosh and Windows Configuration and Administration
• Moderate Skill in Troubleshooting Desktop Hardware
• Basic Skill in Upgrading and basic repair of PC hardware
• Moderate Knowledge with Networking Technologies
• Moderate Knowledge in VoIP Softphone and Telephony Services
• Good US English verbal and written communication skills (multi-lingual preferred)

Qualifications

• 3 years in a similar Helpdesk role
• 2 years with Google Apps for Business or similar service
• 2 years with Okta or similar service
• High school diploma
• CompTIA A+, Network+, and/or Tech+ or similar preferred

Physical and Mental Requirements

• Must be able to remain in a stationary position a minimum of 50% of the work day
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Occasionally lifts and carries equipment in the office weighing up to 20 pounds