Summary/Objective

This is a hands-on IT support position. As a member of a small department, the IT Associate II will need to be flexible, enjoy variety and have a can-do attitude. The IT Associate II will directly support both office and restaurant staff, work on special projects, and assist in maintaining all technical systems within the company.

Essential Functions

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Answers questions and resolves IT System problems for restaurants, field based personnel and home office staff utilizing phones, Gmail, mobile devices, remote desktop access and site visits. Follows through addressing all issues until the customer agrees the problem is resolved.
• Supplements and coordinates with help desk resources from a variety of vendors in areas such as Point of Sale (POS), People Services (a/k/a HR), Accounting and Operations.
• Installs and troubleshoots 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 and MS Office.
• Assists in maintaining IT infrastructure such as servers, workstations, laptops, printers and phones. Maintains records of all IT related changes and processes.
• Trains end users on IT related systems, software, and processes.
• Administrative duties for the department and the Senior Director of IT, such as metric reporting, billing reconciliation and travel arrangements.
• Other duties as assigned by the Senior Director of IT.

• Strong telephone skills and professionalism
• Customer service oriented; able to assist and handle frustrated customers
• Ability to solve programming, hardware and software problems in a logical manner
• Ability to correctly install and maintain computer hardware and software.
• Technically savvy with a strong desire to continuously learn new skills and systems
• Ability to comprehend writing of a technical nature and capable of using knowledge based solutions to resolve issues quickly
• Knowledge of the basic principles of systems analysis and design.
• Knowledge of computer hardware and software operations and capabilities.
• Knowledge of assembly and compiler languages.
• Skill in writing computer code according to design specifications and standards.
• Skill in identifying and monitoring potential operational malfunctions and programming errors.
• Skill in installing and maintaining computer hardware and software.
• Ability to establish and maintain effective working relationships with other technical staff, vendors and users.
• Ability to respond quickly and effectively to uncertainty and constant changes in technology.
• Ability to read and analyze technical information to determine the usefulness of hardware and software to company applications.
• Ability to understand how to effectively manipulate computer hardware, software, and network operations and capabilities.
• Ability to interpret and communicate technical programming knowledge.
• Ability to understand and correctly change complicated, undocumented and poorly written programs and systems.