Desktop Support Analyst

POSITION SUMMARY

The Desktop Support Analyst is the primary point of contact for CKE personnel seeking to resolve daily technical issues and concerns. The Desktop Support Analyst establishes rapport with customers and addresses issues with empathy and urgency, while focusing on customer relationships with timely and frequent follow-up. The Desktop Support Analyst also provides basic system support and analysis.

ESSENTIAL FUNCTIONS

May perform any or all of the following duties:

• Provide technical support for internal and work-from-home customers while maintaining a customer-first approach
• Enter all problems/requests into the helpdesk tracking software and resolve or escalate when appropriate
• Ensure timely follow-up on existing work orders to validate resolution and customer satisfaction
• Identify, analyze, and coordinate resolution to chronic problem trends received at the helpdesk
• Self-manages assigned projects
• Develops and continually updates internal support procedures
• Performs basic hardware imaging, maintenance, and repair on end-user computing equipment
• Ensure device hardening standards are upheld and recommend improvements
• Performs basic O365 end-user support and administration
• Performs other duties and/or special projects as assigned in response to changing business conditions and/or requirements
• Provides support outside core hours for extended support during project implementations when required by the business

POSITION QUALIFICATIONS/CORE COMPETENCIES

• 1-year experience in relevant technology disciplines
• BA/BS Degree preferred
• Knowledge of research techniques to analyze problems and make solution recommendations
• Knowledge of computers and their applications
• Ability to provide analysis of reports to other departments
• Documentation skills required
• A+ and Network Certifications preferred

WORK ENVIRONMENT

• Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday.

PHYSICAL DEMANDS

• Sitting for extended periods of time, using the telephone, typing, and/or operating a computer and/or mouse
• Travels as needed

THE COMPANY RETAINS THE RIGHT TO CHANGE OR ASSIGN OTHER DUTIES TO THIS POSITION AS DEEMED APPROPRIATE WITH OR WITHOUT NOTICE.

If you've made it this far on the job description and you're still interested, please use this link to complete our candidate profile form so we can learn a little more about you - https://forms.office.com/r/0MCAeSzRmd