IT Help Desk Technician

Corporate Support Center • Homestead, PA

408d

About The Position

The IT Help Desk Technician at Eat'n Park Hospitality Group is responsible for providing technical support for all technology applications and hardware across various divisions, including restaurant and corporate operations. This role involves troubleshooting issues, configuring and deploying hardware and software, and ensuring timely customer service in response to support requests. The technician will also participate in system maintenance, network support, and quality assurance testing.

Requirements

• Associate degree or relevant technical certification
• 1 - 2 years of experience operating, maintaining, and troubleshooting computer hardware and software or an IT Support role.
• Working knowledge of Windows and iOS operating systems.
• Effective verbal and written communication, active listening, and customer service skills.
• Ability to display patience and provide clear, concise instructions to non-technical end users.
• Ability to multitask, manage time effectively, and prioritize work in a fast-paced and dynamic environment.
• Ability to lift 35 pounds to move/setup equipment.
• Must be available to work weekends during on-call rotation once a month.

Responsibilities

• Serve as the initial point of contact for technical support calls, emails, and in-person requests, performing research and troubleshooting tasks as needed to resolve open tickets.
• Document issues, updates, and solutions through ManageEngine ServiceDesk ticketing system, and escalate complex or unresolved issues as appropriate.
• Prioritize and manage open tickets based on urgency and impact, while communicating with end-users in a clear, empathetic manner.
• Configure new equipment (computers, time clocks, credit card machines, printers, POS equipment, etc.) and perform hardware and software installations on site and remotely.
• Provision and support Windows and iOS/macOS operating systems, mobile and video conferencing technologies, as well as Point of Sale systems and payment technology.
• Maintain testing systems in the lab environment, and test software changes as directed.
• Participate in on-call rotation once a month for a full week; handling emergency and non-emergency calls on the weekend and responding to users within the SLA times that have been communicated to operations.
• Work with the POS or Infrastructure/Network Team within the IT department to complete special projects as needed.
• Assist in openings/closings of locations across multiple states.
• Create and update Standard Operating Procedures (SOPs) for all company applications.
• Follow all security practices and policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree