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Lead Help Desk Analyst

Date Posted: 8/5/2021

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Job Description

Candidate must be local to Southern California
Requires 100% onsite work

The Sr. IT Analyst will provide hands-on leadership and support, focused on serving our client's restaurants and corporate staff by establishing and maintaining best-in-class customer service and support.
Essential Functions:

  • Proactively completes support tickets following the prioritization framework.
  • Answer questions and resolve IT system issues for restaurants, field-based personnel and home office staff via phone, email, remote desktop access and site visits
  • Coordinates with help desk resources from a variety of vendors in areas such as Point of Sale (POS), HR, Accounting and Operations. Maintains contact with vendors and identifies when issues need to be escalated.
  • Proactively communicate with IT leadership and affected customers to maintain SLA's
  • Install and troubleshoot software, hardware, and services in restaurants such as internet connections, firewalls, switches, phones, security cameras, scanners, alarms, etc.
  • Installs and supports software and hardware for workstations and mobile devices such as telephones, laptops, tablets, G Suite, and MS Office
  • Support and coordinate IT vendors during New Store Openings/Remodels, including on-site hardware installation and user training
  • Identifies when equipment needs to be updated or changed to meet the needs of users, developing recommendations and implementing changes
  • Assist in assessing and maintaining IT infrastructure such as servers, workstations, laptops, printers and phones.
  • Supervises 3rd party work to ensure professional and security standards are maintained
  • Trains end users on IT related systems, software, and processes.
  • Performs regular administrative functions such as telecom inventory review and invoice reconciliation
  • Provides ad hoc support for corporate meetings and initiatives
Skills and Abilities:
  • Curious, constantly considers the optimal way to achieve a task, focusing on short-term and long-term value
  • Stays up-to-date on technical changes in hardware and software utilized by the Company
  • Efficiency driven, always looking for better ways to perform duties and improve the scalability of the organization
  • Effectively communicate with all levels of the organization, simplifying complex technical information for non-technical users with confidence and humility
  • Clear documenting habits, including solutions and procedures for future use
  • Ability to solve hardware and software problems in a logical manner
  • Basic Microsoft SQL Database administration including user maintenance and disaster recovery validation

Education and Experience:
  • Bachelor's Degree in Computer Science, Engineering, Technology and/or relevant work experience preferred
  • Three to Five years of experience as an IT Analyst and/or Help Desk in a mid-to-large/multi state restaurant, fast food and/or retail organization with excellent customer engagement and direct-to-customer track record
  • Familiarity and experience working with Google Suite, Service Desk Ticketing Systems and/or vendor packages or applications focusing on customer interaction and direct-to-customer support
  • Excellent communicator with an ability to build consensus among cross-functional teams, including business partners and technical resources
  • Experience writing software scripts to automate tasks and/or connect with third-party APIs
  • Experience with Willing and capable of approximately 10% local and overnight travel
  • Willing and capable of regularly scheduled after hours and weekend on-call work
  • Valid Driver's License Required
  • Bilingual English/Spanish a plus

We are an equal opportunity employer and mak
To apply please email your resume to

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Cypress, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:8/5/2021
  • Contact: Kimi Shimada (714) 940-5420
  • Pay Range: $75,000.00 - $100,000.00 Annually
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Job Reference: JO-2107-125469