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IT Support Analyst II

Company: Raising Cane's
Location: Plano
Posted on: November 23, 2020

Job Description:

The IT Support Analyst II works closely with the Restaurant Support Team to ensure that all technical and deployed IT solutions are working to Raising Cane---s approved specifications. The IT Support Analyst will serve as the owner of technical problems and will address and/or escalate to ensure issues are resolved quickly and efficiently. The IT Support Analyst is also responsible for the execution of technology product testing and project plans as it relates to Raising Cane---s technology infrastructureJob ResponsibilitiesOwnership of Technical RequestsFrom the initial request through resolution, the IT Support Analyst II is the driver of technical services to the Restaurants, Field and RSO users. Duties include, but are not limited to, receipt of telephone calls, email, and personal requests for technical support; responding to the requests; providing/implementing solution or routing requests to the appropriate path. In addition, the IT Support Analyst Ii is responsible for ensuring the issue has been resolved to the satisfaction of the user.Customer ServiceInteract with customers to understand and provide information in response to request about IT solutions and services. Present a calm and understanding demeanor to the crewmember making the request while processing and resolving customer's issues using communication methods such as telephone, personal, e-mail, etc. to ensure the customer understands and agrees with the resolution pathDocuments IT Solutions and Technical ProblemsDocuments, tracks, and monitors technical problems with the intent of ensuring timely resolutions, identifying trending and providing status updates on projects.InstallationsPerforms installations of company approved software and hardware at the direction of the Manager, IT Support or IT Leadership Team.Quality AssurancePerform testing of approved software and hardware at the direction of the Restaurant Support Manager or IT Leadership Team.Qualifications--- Proficiency in a variety of technology systems, especially Microsoft Office (Word, Excel, Outlook) and able to adapt to new systems quickly--- Mentor/Teach junior Analysts--- Demonstrated ability to resolve complex technical issues, on multiple platforms/systems--- Experience with Micros POS, and Drive Thru/Headset Systems a plus--- Strong technical aptitude --- Basic PC Troubleshooting skills preferred--- Basic network troubleshooting skills preferred--- Basic PC installation and configuration experience preferred--- Microsoft Windows platform troubleshooting skills preferred--- PC Imaging experience preferredRequired Core Competencies--- Team oriented, collaborative and culturally aligned (Work Hard & Have Fun)--- Customer Service Focused--- Exercises good judgement and decision making--- Internally motivated and trustworthy--- Problem solver, analytical, detailed and process oriented--- Strong oral and written communication skills--- Excellent interpersonal skills--- Self starter, organized and able to manage multiple prioritiesAdditional RequirementsThe intellectual and physical demands described below are representative of what must be met by a Crewmember to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.--- Must have the knowledge of commonly used technical concepts, practices, and procedures--- Ability to follow direction and pre-determined instructions--- Must be able to work in a fast-paced environment with frequently changing priorities--- Attention to detail and accuracy--- Has excellent Customer Service skills--- Ability to work after hours --- Weekly on call rotation--- Ability to lift items up to 50 lbs.Education (or equivalent experience)--- Associates degree, Trade certification or High School diploma with equivalent experience --- 3 Years Helpdesk experience preferred--- Restaurant/Retail experience preferredConnect With UsNot ready to apply? Connect with us for general consideration.

Keywords: Raising Cane's, Plano , IT Support Analyst II, Professions , Plano, Texas

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