IT Help Desk - IT Help Desk

Job title: IT Help Desk - IT Help Desk
Location: Irvine, CA, Hybrid – Onsite generally Tuesday & Thursday
Duration: 12 months with possible extension


About the Job

The Deployment Support Analyst is responsible for providing remote support for all restaurant technology and drives impact across the Taco Bell business by having full ownership of specific focus areas related to Deployment. Proactive support will include documentation for troubleshooting and resolutions to be used by the team. Deployment Support Analyst III will report to the Deployment Support Manager.

Day-to-Day Responsibilities

• Serves as a technical expert using independent judgment and discretion when providing technical assistance and support to customers and lower-level analysts.
• Cross-trained to support Deployment, ECARE, and RTO programs, including troubleshooting, vendor follow-up, and coordination with Service Desk.
• Available and willing to serve in a schedule rotation that provides night and weekend support.
• Identify root cause issues and defects with Tier 1 applications and share findings with Business Partners.
• Analyze customer workflow and/or process flow issues and help facilitate operational support.
• Translate customer requests into appropriate specifications and incidents.
• Understand customer business functions while driving results on incident resolution.
• Maintain increasing technical knowledge of the assigned application.
• Provide technical knowledge in the support of programming languages and applications in various system environments.
• Demonstrate and apply information systems theory, processes, and technology to all work.
• Contact vendors regarding service issues to receive support information or assistance as instructed by the Team Leader.
• Work collaboratively with Reporting and Problem Management teams on reporting needs and problem management systems.
• Provide effective customer service by being courteous, polite, and friendly at all times.
• Acknowledge customers timely to determine their needs and help resolve issues or requests.
• Participate in departmental programs that promote and deliver exceptional customer service.
• Perform other duties and special projects as assigned by the Leader.

Qualifications

• Prefer Computer Science degree or equivalent years of experience.
• At least 1 year of customer service experience.
• At least 1 year of Help Desk experience preferred.
• A+ Certification or equivalent experience preferred.
• Network Certification or equivalent experience preferred.
• Strong technical skill set and understanding of computer concepts such as operating system commands and scripts, including UNIX, NT, PC Fundamentals, OS2, etc.
• Strong business knowledge to problem solve and provide leadership to less experienced team members.
• Excellent written and oral communication skills.
• Strong organizational and multitasking skills.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $25.00/hr – $28.00/hr.