IT Helpdesk Support Service Specialist

The Help Desk Technician provides first-level technical support via phone and remote assistance for incidents and requests reported to the IT Help Desk. Responsibilities include initial assessment, triage, research, and resolution of first-level cases, often related to application software products and/or infrastructure components.

This position is on-site at our office in Sugar Land, Texas.

The technician ensures customer satisfaction by offering remote support through telephone, email, or in-person for hardware, software, connectivity, and product-specific issues in a fast-paced restaurant environment.

The role involves accurate real-time ticket entry, triage, and effective communication regarding incidents and requests. It follows established processes for resolving issues, fulfilling requests, and handling escalations.

Responsibilities:

• Manage incidents by identifying, diagnosing, troubleshooting, tracking, escalating, and resolving hardware and software issues related to POS systems, computers, laptops, mobile devices, and peripherals before escalating to team leads or other resolver groups.

• Fulfill requests such as new setups, software installations, permissions, and configurations.

• Respond to technical assistance requests by phone and electronically.

• Rotate duties for ticket handling, responding to emails/voicemails, completing tasks, and acting as outage coordinator.

• Remotely diagnose and resolve technical hardware and software issues.

• Research questions using available resources while following standard help desk procedures.

• Provide remote support for NCR, Aloha, and Sicom (Xenial) Point Of Sales systems.

• Remotely diagnose and resolve register data corruption and POS issues.

• Identify, diagnose, and resolve computer problems for restaurant users.

• Remotely troubleshoot network, email, and web access issues for end-users.

• Provide remote training to restaurant users and field personnel on software applications.

• Troubleshoot restaurant equipment remotely (e.g., time clocks, headsets, drive-thru timers, order confirmation boards).

• Support restaurant data handling, including monitoring, recovering, and correcting sales data.

• Participate in projects as assigned.

Required Education and Experience:

• 1-3 years of experience working in an IT Help Desk team or a related field.

• Strong technical problem-solving skills and the ability to diagnose issues via phone contact.

• Proficiency with MS Office Suite, Teams, and Windows 7, 8, and 10 operating systems.

• Solid understanding of network protocols.

• High level of customer service skills.

• Highly analytical with the ability to evaluate situations and provide effective solutions.

• Ability to develop relationships with end-users and vendors.

• Strong interpersonal, written, and verbal communication skills.

• High level of patience for inexperienced computer users.

• Proven analytical and problem-solving skills.

• Excellent organizational and time-management skills.

• Strong attention to detail.

Preferred Education and Experience:

• Associate’s degree in Computer Science or Management Information Systems or a minimum of two years of IT system support.

• Experience working in a fast-paced retail environment.

• Experience with Sicom POS systems is a plus.