Restaurant Technology Systems Analyst (Help Desk)

*No agencies please.

We are seeking a technologist with restaurant system experience to join our team in Irving, TX. This role is onsite and a typical schedule is Monday - Friday 9am-5pm CST.

·          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.

Requirements

·        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

Working Conditions

·          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