Tier 1 Helpdesk - ONSITE

Job Description

Support Now provides support by making it easy for our Operators, Team Members, and Business Partners to get answers, solve problems, and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operations support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where we are headed tomorrow.

IT Helpdesk Agents are responsible for providing support for all technologies used by our Franchisees. IT Agents look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other.

Role Expectations

Provide an effortless customer experience through online or phone response to make it easy for restaurants to get answers and solve problems by:

• Utilizing ServiceNow ticketing system to communicate and thoroughly document issues and opportunities.
• Manage ticket queue daily to make sure all tickets are updated and resolved effectively
• Make outbound calls to restaurants and other stakeholders as needed to resolve issues, provide updates, and complete follow-up.
• Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms.
• Using KCS methodology, contribute to the knowledge base by flagging articles for updates.
• Follow all Standard Operating Procedures.
• Advocate for the restaurants and own issues until completion.
• Maintain restaurant and business acumen by attending all required training sessions to adequately support the platforms and restaurants.
• Support departmental goals such as Quality, Customer Satisfaction, and other key metrics.
• Adhere to published work schedule and maintain excellent attendance.
• Possess a flexible mindset to support technology advancements and shifting business needs. Compensation: $16/hr to $18/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Skills and Requirements

• 1-3 + years experience in a Chick-fil-A Restaurant or IT Support Desk preferred
• Proficiency in Microsoft Office
• Strong interpersonal skills
• Associates or Bachelor’s Degree in Information Technology, Computer Information Systems, Business, Marketing, or related field
• Customer Service Experience
• Chick-fil-A Restaurant Leadership Experience preferred
• Strong Written and Verbal communication skills required
• This role requires three days per week in the office during the Monday–Friday work week.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].