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Qdoba Restaurant Corporation · 1 day ago

Support Analyst, Corporate Support

SD Metro Area

Full-time

Onsite

Mid Level

$35/hr - $37/hr

3+ years exp

Qdoba Restaurant Corporation is seeking a Corporate IT Support Analyst to provide high-quality technical support to corporate end users and above-restaurant leaders. The role involves troubleshooting incidents, fulfilling service requests, and ensuring system availability while adhering to established policies and procedures.

Restaurants

Responsibilities

Investigate, troubleshoot, and resolve moderately complex to complex incidents and problems

Fulfill service requests for hardware, software, configuration changes or corporate event readiness

Work with corporate and above-restaurant end-users, technicians, or vendors either in-person or remotely to troubleshoot, configure, resolve problems, and ensure system availability

Follow standard and established operating procedures; keep accurate record of problems, troubleshooting steps, root cause and resolution following established protocol; observe appropriate operating process and security policies

Ensure policy adherence and business compliance throughout the support process; including, but not limited to, Personally Identifiable Information (PII) and Payment Card Industry (PCI DSS)

Aid in the development of policies and procedures required for reliability, security, and compliance

Participate in or lead various department projects, including product evaluations, hardware / software upgrades and/or deployments, system configuration changes, conference room updates, et al

Configure hardware and software. Assist with scripting as needed to resolve or enhance the computing environment; undertake small programming projects as required (e.g., installation, configuration, and automation of software)

Contribute to a technical knowledge base for incident management, problem resolution and training. Create or enhance support documentation required for the introduction of new software, hardware, processes, or procedures

Research, analyze and make recommendations on hardware, software, telephony, and AV solutions to improve versatility, end-user experience and/or reduce costs

Remain technologically current with commonly used software, hardware, and other equipment

Maintain IT inventory and track purchasing based on historical and current needs

Provide hands-on AV support for high-profile brand events and executive-led conferences

Maintain high availability labs for internal testing and external development of restaurant systems

Assist call teams w/ maintaining their phone queues and auto-attendants

Manage employee onboarding and offboarding, including device recovery, provisioning, and user rights assignment in Okta, AD, and O365

Preserve, assist, and train in use of OneDrive and SharePoint to ensure safety of user data

Perform other related duties, tasks and responsibilities as required, assigned, and directed

Qualification

CompTIA A+CompTIA Network+Microsoft CertifiedWindows 10Office 365Active DirectoryAzure ADEndpoint ManagementNetwork diagnosticsCloud email gatewaySASE solutionsTechnical learningInterpersonal skillsCritical thinking

Required

Requires a high school diploma, G.E.D. or equivalent

3-5 years technical call center support or other related technical experience

2+ years of systems administration experience with the following: Windows 10, Windows 11, Mac, Office 365, Okta, Active Directory, Azure AD and Endpoint Management (Intune)

1-2 years network diagnostics and problem resolution and/or network administration

Proven experience with a cloud email gateway or advanced security solutions such as Abnormal, Proofpoint, or Microsoft

Knowledge and experience of managing and supporting SASE solutions such as Zscaler

Previous experience with call center ticketing software, understanding of ITIL / ITSM framework

Friendly presence and helpful attitude; great interpersonal skills, and ability to work well with others

Ability to utilize Microsoft Office products for support, reporting, and documentation

Advanced understanding of common operating systems, software applications and computer hardware

Excellent oral and written communication skills

Ability to work in an office environment and provide technical support in-person or over the phone with a professional demeanor

Ability to work independently or as part of a cross-functional team on projects/issues of high complexity

Critical thinking skills: ability to visualize a problem or situation and think abstractly to solve it

The ability to work in a fast paced, ever changing technical environment; remain productive during slow times, multitask effectively during busy times, exercise patience and professionalism during stressful situations

Ability to work with or without direct supervision

Ability to communicate complex or business critical issues with supervisors as they become known

Technical Learning – Picks up on technical things quickly; can learn new skills and knowledge; proven experience in learning new industry, company, product, or technical platform

Ability to speak/hear clearly in person and on the telephone

Ability and willingness to travel to remote locations as needed (<10%)

Ability to work as needed, e.g., evenings and weekends

Ability to lift and carry up to 50 lbs

Ability to operate a computer, i.e., desktop, laptop, tablet, etc