Level 3 Technical Support Specialist

2 weeks ago

Austin, Texas, United States Torchy's Tacos Full time
Job Title: Level 3 Help Desk Agent

Torchy's Tacos is seeking a highly skilled and experienced Level 3 Help Desk Agent to join our team. As a key member of our IT department, you will be responsible for providing expert-level technical support and troubleshooting services to our team members and restaurants.

Key Responsibilities:
  • Administer and provide expertise on SharePoint, Team, Microsoft Azure, Office 365, Microsoft Phones, and SSO
  • Troubleshoot and resolve technical issues in a timely and efficient manner
  • Communicate updates to users affected by technical issues
  • Utilize help desk tracking software to present recommendations and improvements for user systems
  • Initiate onboarding procedures for new users into the system
  • Ensure response times are quick and effective to resolve requests
  • Coordinate referrals to technical, professional, or service personnel as needed
  • Resolve internal customer IT issues and deliver results in an efficient and timely manner
  • Assist other IT staff in various IT projects as needed
  • Escalation point for advanced troubleshooting
Requirements:
  • Bachelor's degree in information technology or related field and 4-6 years of relevant work experience OR equivalent work experience
  • Restaurant experience a plus
  • US work authorization
Preferred Qualifications:
  • Strong understanding of networking, identity management, monitoring, logging, vulnerability management, public and private DNS
  • Experience providing expert-level support and tech-savvy with elevated knowledge of software and hardware, including Microsoft Office 365, Apple iPads, Epson receipt printers, Windows Operating Systems, and more
  • Leading critical issues with vendors
  • Using articles and procedures provided in Freshservice solutions
Physical Requirements:
  • Ability to meet the physical requirements of daily tasks with or without reasonable accommodation
Travel:
  • Must be able to travel to stores within the market for onsite support as needed

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