Restaurant Technology Systems Analyst (Help Desk)

No agencies please.

• Tasked with learning and maintaining an in-depth knowledge of all systems (hardware and software) deployed at any restaurant concept as well as Restaurant Support Center
• Provide support for all systems (hardware and software) deployed to all our restaurants and Restaurant Support Center
• Tasked with troubleshooting, monitoring and maintaining all digital platforms across all brands with sense of urgency
• Demonstrate the ability to diagnose and troubleshoot software, hardware and procedural problems
• Work to minimize downtime resulting from procedural, hardware, or software applications issues within the Pei Wei standard and auxiliary systems
• Participate in the daily activities of the Help Desk support group; Work on resolving assigned and escalated cases
• Identify, research, and resolve technical issues and escalate issues to other support teams as necessary
• Utilize call tracking system to clearly document incidents and troubleshooting steps taken to resolve
• After hours and weekend support shifts are required
• Ensure that IT policies, standards, and procedures are followed when troubleshooting restaurant issues
• Recommend and/or develop process, policies, and procedures that lead to a more efficient and effective customer service experience
• Provide support as needed for software deployment, staging, configuration, testing, programming, installations, or upgrades
• Build and maintain knowledge base by creating, updating and retiring KBA’s on a daily basis
• Multi-task in an effective manner and work successfully in a fast-paced environment
• Continually cross-train with other restaurant technology disciplines including labor and inventory management to further enhance skillset and backup other members of the team
• Provide customer support through documented protocols
• Participate in tasks and projects as assigned.

• Knowledge of restaurant systems; NCR Aloha POS, Kitchen Display Systems, Configuration Center (CFC), online ordering, loyalty programs, payment systems is preferred.
• 1+ years of hands on experience with restaurant POS administration/management, restaurant support, or an equivalent combination of education and experience
• Strong customer service skills

• Position requires talking, hearing, kneeling, walking, crouching, crawling, grasping, pushing, lifting, sedentary work, and visual acuity
• Ability to work 24x7 and split shifts as needed to support projects
• Normal Office environment
• On Call responsibilities

Benefits

What we offer:

• Competitive Salary Based On Experience
• Bonus opportunity
• 15 days of paid time off per year
• Medical, dental, vision, and 401(k) plans
• Company paid life insurance
• Generous meal benefits