IT Help Desk #1020178

The Deployment Support Analyst is responsible for providing remote technical support for restaurant technology and taking ownership of specific areas related to deployment and proactive support. The role includes troubleshooting, identifying resolutions, and creating documentation to support the broader technical support team.

The position requires flexibility to work overnight and weekend shifts as part of a rotating support schedule.

Day-to-Day Responsibilities

• Serve as a technical resource providing assistance and support to customers and lower-level analysts.
• Support Deployment, ECARE, and RTO programs, including troubleshooting, vendor follow-up, and coordination with the Service Desk.
• Participate in a rotating schedule that includes night and weekend support.
• Identify root causes of issues and defects within Tier 1 applications and communicate findings to Business Partners.
• Analyze customer workflows and processes to identify issues and support operational needs.
• Translate customer requests into appropriate specifications and incidents.
• Understand customer business functions and priorities while driving timely incident resolution.
• Maintain and expand technical knowledge of assigned applications and system environments.
• Apply information systems concepts, processes, and technology to daily support activities.
• Contact vendors regarding service issues and obtain technical support or assistance when needed.
• Collaborate with Reporting and Problem Management teams on reporting requirements and problem management systems.
• Provide professional, courteous, and timely customer service.
• Document troubleshooting procedures and resolutions for use by the support team.
• Perform other duties and special projects as assigned.

• Computer Science degree or equivalent experience preferred.
• 1+ year of customer service experience.
• 1+ year of Help Desk experience preferred.
• A+ Certification or equivalent experience preferred.
• Network+ Certification or equivalent experience preferred.
• Strong understanding of computer concepts, operating system commands, and scripts.
• Knowledge of environments such as UNIX, NT, PC Fundamentals, OS/2, or similar technologies.
• Strong technical troubleshooting and problem-solving skills.
• Strong business knowledge and ability to support less experienced team members.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Ability to work independently and collaboratively in a fast-paced support environment.
• Willingness and availability to work overnight and weekend shifts.