IT Helpdesk Analyst

LEVEL 2 IT HELPDESK ANALYSTResponsibilitiesRespond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.Troubleshoot and resolve issues related to restaurant, field or corporate technology (i.e., connectivity issues, software upgrades, etc.)Consult with field service technicians, support vendors and management as needed to resolve issues.Initiate service orders to dispatch technicians to resolve technology or facility issues not able to be resolved remotely.Log all details into the ticket management system.Complete password reset requests.Assist with questions/training related to technology and applicationsMay be required to visit restaurant locations for onsite troubleshooting and hardware/software installation or replacement.Performs duties as required for store openings, Restaurant Support Center, etc.; assists in transfer, sales and/or disposal of equipment.Performs other job-related duties as may be assigned or required.QualificationsKnowledgeWindows 10/11 Troubleshooting KnowledgeActive Directory / Azure ExperiencePC Hardware Troubleshooting and RepairBasic computer networking experience (DHCP/DNS/VPN)Microsoft / Office 365 ExperienceExperience2+ years experience performing help desk support in a corporate or restaurant environmentNetworking: 1 years (Preferred)OtherExcellent interpersonal skills with strong customer-service focus and high level of initiative; proactive.Ability to define goals, meet urgent deadlines, organize and prioritize projects exceeding expectations.Excellent verbal communication skills. Bi-lingual (Spanish/English) preferred.Ability to learn and support new systems and applicationsIrregular hours or periodic overtime as necessary.May require on-call shifts.Must be able to lift 50 lbs., bend, stretch, stand for extended periods of time, climb stairs and/or ladders, reach, twist, sit, walk, and/or run.Requires a valid drivers license with an acceptable driving record pursuant to company policyJob TypeFull-time (40 hours, possible overtime)Role is based at the Restaurant Support Center in Pomona, CAAbout The CompanyAkash Management, LLC is a restaurant leading company while doing business as Carls Jr, Pieology Pizzeria, Wingstop, Jamba, Arbys and Kentucky Fried Chicken.Our Commitment to Winning: We outperform everyone in everything that we do with the relentless hunger to always be on top We constantly innovate, use technology, and employ a highly trained work force that is focused on delivering the best restaurant experience for our guests.