Remote IT Help Desk Specialist

Job Description

Company Overview: Join a leading fast-food restaurant franchise owner with over 140 locations. We are dedicated to providing exceptional service and seamless operations across all our restaurants. To support our continuous growth and maintain our high standards, we are seeking a skilled Remote IT Help Desk Specialist to join our dynamic team.

Position Summary: The Remote IT Help Desk Specialist will be responsible for providing technical support to our franchise locations. This role involves troubleshooting and resolving technology-related issues, supporting various hardware and software tools, and ensuring smooth restaurant operations. The ideal candidate will have strong problem-solving skills, a customer-oriented mindset, and experience with restaurant technology systems.

Key Responsibilities:

• Handle support cases reported to the helpdesk via phone, email, and support case management systems.
• Follow up and escalate support cases with vendors as necessary.
• Troubleshoot and diagnose restaurant technology-related issues reported by operations teams.
• Utilize department dashboards and support tools to resolve issues efficiently.
• Update and troubleshoot desktops, tablets, and laptops for restaurant locations, operations, and HQ.
• Provide end-user support for Microsoft desktop applications and cloud-based solutions.
• Maintain clear and detailed documentation of all support activities and resolutions.
• Assist in the implementation of new technologies and expand responsibilities as needed.

Tools and Technologies:

• POS Systems: Xenial Encounter POS
• Drive-Thru Systems: Xenial Drive Thru Timers, Panasonic Attune Headsets, HME EOS
• Digital Menu Boards: Xenial DMB (Digital Menu Board), Stratacache DMB
• Network Hardware: Ubiquiti Unifi Hardware and Software

Requirements

• Proven experience in an IT support role, preferably in the restaurant or retail industry.
• Strong troubleshooting and diagnostic skills for both hardware and software issues.
• Familiarity with POS systems and related hardware is a plus.
• Proficiency in Microsoft desktop applications and cloud-based solutions.
• Excellent communication skills, both verbal and written.
• Ability to work independently and manage multiple support cases simultaneously.
• Customer-focused attitude with a commitment to providing exceptional service.
• Experience with Ubiquiti Unifi hardware and software is a plus.

Benefits

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payment: All payments for your services will be handled directly by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you.
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client's business needs and any specific policies or preferences they may have in this regard.

Salary: $1000 - $1500 / month

Schedule: EST