This is an in-office position based in Salt Lake City, UT.  The IT Service Desk Technician provides first and second level service and support for end-users of the Cafe Rio technology environment. This position closely monitors the resolutions of the Cafe Rio Service Desk to ensure internal customers receive the highest degree of satisfaction, technical knowledge, and speed of service while providing escalation support to level one technicians. 

  Essential Responsibilities: 

• Provides end-user service and support within the Cafe Rio technology environment 
• Responds to inbound inquires via phone, email, in person, or through remote access 
• Logs and tracks contacts via service ticketing system 
• Provides technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software 
• Provides advanced level support of the Cafe Rio restaurant point-of-sale system, payment systems, online ordering, and other restaurant technology and guest-facing technology 
• Assists with technical project task level execution 
• Analyzes ticket trends, identifies, and proposes solutions to common problems and complaints 
• Creates and maintains knowledgebase documentation 
• Provides training to members of the IT Service Desk 
• Prioritizes multiple active tickets under pressure 
• Occasionally performs field visits and service 
• Learns and documents new technologies and systems 
• Tracks and reports out on Service Desk metrics and KPIs including speed of service, call answer and abandonment rates, average ticket life 
• Configures and reports Apple iOS devices 

Experience, Education, and Certifications: 

• Proven experience supporting information technology environments with help desk, technology call center, troubleshooting, and/or user hardware and software support preferred 
• Restaurant or Retail experience preferred 
• Associate degree or higher preferred 
• A+/Net+ 
• NCR Aloha experience a plus  

Knowledge and Skills: 

• Proficiency in English 
• Ability to occasionally lift objects up to 50 pounds 
• Team Oriented 
• Proficient with installing and supporting Microsoft O365, Windows, desktop applications, and anti-virus management 
• Knowledge of Payment Card Industry Data Security (PCI) 
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking, enterprise POS management, and operating system support 
• Working knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems 
• Ability to diagnose and resolve basic and moderately complex technical and computer systems issues; hardware, software, networking, server, and operator problems 
• Ability to meet deadlines and function in a fast-paced, high volume, multi-task-oriented environment while maintaining a high level of customer service 
• Ability to gather data from multiple sources and make informed decisions 
• Ability to work with users at all levels of skills and abilities 
• Works well with ambiguity 

This is an in-office position based in Salt Lake City, UT.  The IT Service Desk Technician provides first and second level service and support for end-users of the Cafe Rio technology environment. This position closely monitors the resolutions of the Cafe Rio Service Desk to ensure internal customers receive the highest degree of satisfaction, technical knowledge, and speed of service while providing escalation support to level one technicians. 

  Essential Responsibilities: 

• Provides end-user service and support within the Cafe Rio technology environment 
• Responds to inbound inquires via phone, email, in person, or through remote access 
• Logs and tracks contacts via service ticketing system 
• Provides technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software 
• Provides advanced level support of the Cafe Rio restaurant point-of-sale system, payment systems, online ordering, and other restaurant technology and guest-facing technology 
• Assists with technical project task level execution 
• Analyzes ticket trends, identifies, and proposes solutions to common problems and complaints 
• Creates and maintains knowledgebase documentation 
• Provides training to members of the IT Service Desk 
• Prioritizes multiple active tickets under pressure 
• Occasionally performs field visits and service 
• Learns and documents new technologies and systems 
• Tracks and reports out on Service Desk metrics and KPIs including speed of service, call answer and abandonment rates, average ticket life 
• Configures and reports Apple iOS devices 

Experience, Education, and Certifications: 

• Proven experience supporting information technology environments with help desk, technology call center, troubleshooting, and/or user hardware and software support preferred 
• Restaurant or Retail experience preferred 
• Associate degree or higher preferred 
• A+/Net+ 
• NCR Aloha experience a plus  

Knowledge and Skills: 

• Proficiency in English 
• Ability to occasionally lift objects up to 50 pounds 
• Team Oriented 
• Proficient with installing and supporting Microsoft O365, Windows, desktop applications, and anti-virus management 
• Knowledge of Payment Card Industry Data Security (PCI) 
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking, enterprise POS management, and operating system support 
• Working knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems 
• Ability to diagnose and resolve basic and moderately complex technical and computer systems issues; hardware, software, networking, server, and operator problems 
• Ability to meet deadlines and function in a fast-paced, high volume, multi-task-oriented environment while maintaining a high level of customer service 
• Ability to gather data from multiple sources and make informed decisions 
• Ability to work with users at all levels of skills and abilities 
• Works well with ambiguity