IT Help Desk Analyst I

2 weeks ago

Franklin, United States Fourteen Foods Full time
Job DescriptionJob Description

NOTE: This position will be on-site at our corporate headquarters in Franklin, TN. Our help desk runs 7 days a week on a rotating schedule. Some weekends will be required, in rotation with other team members.

Who we are:
Fourteen Foods is the largest Dairy Queen franchisee, with over 250 restaurants in 13 states, and we’re growing We are faith-based with a Mission of “Shepherding world-class restaurants that celebrate our commitment to faith, people and community.” Our headquarters is in Franklin, TN., and we also have offices in Bloomington, MN., and Louisville, KY. Please visit www.fourteenfoods.net to learn more about us.

Position Summary: The IT Helpdesk Analyst I provide support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technical assistance for multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees who encounter issues at the store level and provide support to escalate or resolve those issues quickly.

Communication and teamwork will be at the center of the role. The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and be able to respond and serve people’s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team’s problems.

The IT Helpdesk Analyst assists in troubleshooting to quickly resolving technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Qualifications:

  • Proven experience as a help desk technician or other customer support role.
  • Tech savvy with working knowledge of office automation production, databases, and remote control.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • AA/AS in IT or Computer Science or relevant field experience.
  • CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
  • Mac experience a plus.
  • Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.

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