Support Analyst 1 (1136716)

Key Responsibilities

• Respond to and prioritize incoming support requests from field employees
• Provide support for Point of Sale (POS), networks, printers, kitchen display systems, and related technologies
• Diagnose and resolve technical issues using knowledge bases, documentation, and troubleshooting methods
• Escalate complex issues to appropriate teams or vendors
• Ensure all support tickets are resolved and closed in a timely manner with proper follow-up
• Troubleshoot LAN, WAN, VPN, and Wi-Fi connectivity issues in remote environments
• Support shop operations and ensure system performance and uptime
• Develop expertise in shop environments and system configurations
• Work directly with vendors and cross-functional teams to resolve technical issues
• Provide temporary fixes while documenting long-term solutions
• Ticketing & Documentation
• Log and track help desk tickets in a problem management system
• Maintain accurate documentation of issues, resolutions, and processes
• Update ticket status regularly and retain ownership through resolution
• System Improvement & Collaboration
• Identify opportunities to improve system performance and stability
• Collaborate with internal teams to optimize tools and processes
• Support nonstandard environments and contribute to system standardization
• Provide user training and guidance to improve adoption of IT systems

Qualifications

• Minimum 2 years of experience in IT systems support or help desk role
• Basic understanding of POS environments (POS systems, payments, peripherals, integrations)
• Working knowledge of Windows, Mac, iOS, and Android operating systems
• Ability to troubleshoot hardware and software issues
• Strong communication skills with ability to explain technical concepts clearly
• Ability to work in a fast-paced, dynamic environment

Core Skills

• Technical troubleshooting and issue resolution
• Customer service and user support
• Critical thinking and problem-solving
• Communication (verbal and written)
• Attention to detail
• Team collaboration
• Technical Knowledge Areas
• Help desk and IT support operations
• Point of Sale (POS) systems
• iPad and iOS support
• Cloud-based applications
• Email systems, SSO, and MFA
• Mobile device management
• Network troubleshooting (LAN/WAN)
• Receipt printers and peripherals
• Payment and loyalty systems
• Application and end-user support
• System monitoring and IT compliance

Work Schedule

Participation in on-call rotation, including evenings and weekends

Travel Requirements

Occasional travel may be required for onsite support or meetings

Physical & Technical Requirements

• Adequate vision and hearing (with correction if needed)
• Ability to read, write, and communicate in English
• Dedicated home office setup with computer, headset, and webcam