Analyst, End User Support
Inspire Brands

Champaign, Illinois

Posted in Retail


This job has expired.

Job Info


Opportunity for outgoing, driven individual to provide a phenomenal customer experience. This position will be responsible for customer service and IS technology troubleshooting.


RESPONSIBILITIES

  • Responsible for providing end user support and software, hardware, and network assistance
  • Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
  • Triage Level II and Level III trouble tickets
  • Collaborate with development staff to recreate problems in the test environment
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Documents, tracks and monitors the problem to ensure a timely resolution
  • Interface with infrastructure, database, and development personnel
  • Communicate plan, progress, and issues in a timely manner
  • Actively contribute to ongoing process improvement
  • Ability to complete multiple simultaneous projects in a timely manner
  • Analyzing and identifying trends and devising preventative solutions
  • Mentoring other help desk personnel on hardware and software problem analysis and resolution
  • Recognizing, analyzing and knowing when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts
  • Installing, configuring, and maintaining desktop, VM and laptop PCs and peripherals such as printers
  • Installing and configuring applications and operating systems, software and upgrades
  • Troubleshooting and repairing complex hardware and network connectivity issues
  • Removing old equipment and performing data migration to new machines
  • Assisting with the successful execution of all corporate-wide A/V presentations while maintaining the availability and functionality of the A/V equipment
  • Resolving complex hardware maintenance issues including cell phone, telephone, Internet\intranet connectivity (via satellite, DSL, cable modem and /or ISDN), laptop, desktops, A/V Displays , point of sale, kitchen display systems, back office servers and attached peripherals
  • Provide support for external helpdesk(s), field service organization(s) and Sonic Brand Technology group with application support and maintenance management
  • Wireless networking support for corporate and field-based users by including connectivity issues and VPN issues through wireless or hard wired solutions
  • Printer support for network printers and field based multi-function devices, including network connectivity, software installation, minor repair and vendor management for major repairs
  • Troubleshooting / Unlock user accounts and password issues, to include Active Directory, AS400, and Voicemail system
  • Logging of all hardware and software on any Sonic desktop, laptop, server, PDA and\or peripherals and insuring that appropriate asset tracking software is regularly run against any asset maintained by technician
  • Logging consumable inventory used by customer base, including completion of change inventory forms for all requested consumables by any customer

EDUCATION AND EXPERIENCE QUALIFICATIONS

  • Four year degree - preferred
  • 2 - 4 years of related experience in a Microsoft Server environment

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

  • A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization
  • Must be a self-motivated professional who is dedicated to assist the customer in a tactful manner, even in the most stressful of circumstances
  • Proven skills in technology troubleshooting
  • Able to function effectively in a fast-paced team environment
  • Quick to learn new systems and products
  • Medium to high-level Microsoft Office 2007/2010 computer skills
  • Extensive Microsoft Outlook knowledge
  • Medium to high-level of Windows XP/7/8 knowledge.
  • Medium to high-level of Mac OS X knowledge
  • iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a huge plus
  • ITIL understanding and/or certificates a huge plus
  • After hours support on a rotational basis (weekly)


Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, Rusty Taco and SONIC Drive-In restaurants worldwide.

We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company. We're a team of hundreds of thousands who individually and collectively are changing the way people eat, drink and gather around the table.

We know that food is much more than a staple-it's an experience. At Inspire, that's our purpose: to ignite and nourish flavorful experiences.


This job has expired.

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