End User Support Analyst - Tech Bar

Location: Atlanta Support Center, United States

Company

hirify.global is a multi-brand restaurant company operating more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

What you will do

• Provide end-user support for hardware, software, operating systems, enterprise applications, and network connectivity.
• Troubleshoot and resolve support tickets, including Level II and Level III issues, and escalate high-complexity application problems with supporting analysis.
• Install, configure, maintain, repair, and migrate data for desktop and laptop PCs, virtual machines, operating systems, applications, peripherals, and printers.
• Support wireless networks, VPN connectivity, network printers, field devices, external helpdesks, field service organizations, and restaurant technology groups.
• Collaborate with infrastructure, database, development, and application teams to reproduce issues, identify trends, and implement preventative solutions.
• Verify issue resolution with users, maintain ticket and asset records, manage consumable inventory, and mentor help desk personnel.

Requirements

• At least 2 years of related experience in a Microsoft Server environment.
• Strong technology troubleshooting and customer service skills, with the ability to work effectively in a fast-paced team environment.
• Medium to high-level knowledge of Microsoft Office 365, Microsoft Outlook, Windows 10, and macOS; some knowledge of Windows 11.
• Ability to support both Windows and Mac OS, communicate plans and issues clearly, and manage multiple projects simultaneously.
• Ability to provide after-hours support on a weekly rotational basis.
• A four-year degree in IT or a related field is preferred; equivalent experience may substitute for education.

Nice to have

• Retail Technology experience in a quick-service restaurant environment.
• Quick-service restaurant experience.
• Experience supporting iPhone, iPad, Android phones, Microsoft Surface, and tablets.

Culture & Benefits

• Frequent interaction with associates at all levels of the organization.
• Participation in ongoing process improvement across email, phone, tech bar, and bot-based support channels.
• Exposure to technology support for a large portfolio of restaurant brands and field operations.