Associate Tech Support Analyst - Tech Bar

McDonald's - Chicago, IL

Full-time - Entry Level

Hybrid - Chicago, IL

Food Services and Drinking Places

About the position

The Associate Tech Support Analyst role within McDonald's Global Technology Infrastructure & Operations team focuses on delivering high-quality technical support to end users at the headquarters in Chicago. This position is integral to ensuring a seamless technology experience for staff, involving troubleshooting, training, and managing IT-related issues while embodying McDonald's core value of customer service.

Responsibilities

• Provide personal, professional, high-quality technical support and advice to end users.
• Deliver fast, seamless technical support wherever staff are (in HQ office or remote).
• Install, configure, and troubleshoot hardware, software, and network devices for staff in office or at remote locations.
• Upgrade, update or replace hardware and software in use by staff.
• Understand, support, troubleshoot and manage or maintain user accounts, permissions, and access rights in accordance with company policy.
• Diagnose and troubleshoot any issues related to end user productivity, communication or collaboration tools.
• Train end-users on optimal usage of end user tools.
• Gather and document requirements for new tools or end user services.
• Understand how all IT services work and guide requests or escalations to other teams as needed.
• Provide timely status updates on all issues and discern when escalations need to take place.
• Work with the team to handle the backlog of work, delivering value in agile sprints.
• Work closely with the HR team and help with onboarding new hires, preparing devices, and conducting thorough tech handover & orientation.

Requirements

• Experience working in a corporate IT environment providing outstanding support to staff.
• Ability to manage and solve all IT-related issues.
• Excellent communication, soft skills, and interpersonal skills to effectively communicate with all levels of staff.
• Ability to handle stressful situations and guide them to a clear resolution.
• Strong knowledge of end user hardware and software including Windows, macOS, and mobile devices (Android and iOS).
• Familiarity with IT Service Management.

Nice-to-haves

• Experience with agile methodologies.
• Knowledge of collaboration tools and productivity software.

Benefits

• Equal employment opportunities and commitment to diversity.
• Reasonable accommodations for individuals with disabilities.