IT Support Analyst

City Barbecue started in Columbus, OH in 1999 and we have grown to 78 joints in 12 states. We are an award-winning, quick casual concept that exists to serve and create happiness. Every day, we're smoking tastes of the nation, from Kansas City to the Carolinas; taking care of our friends and neighbors; and sharing our passion for the art and soul of barbecue. Columbus CEO has chosen us a Top Employer and we are intentional in making City Barbecue an employer of choice. We have the opportunity to bring a new IT Support Analyst onto our team. Great pay and benefits. This person will be working in our Support Center in Dublin as this is not a remote position. Send your resume in confidence today.

IT Support Analyst

Position Summary

The IT Support Team strives to help City BBQ associates by providing swift and effective solutions to all IT needs. The IT Support Team provides primary and secondary technical support to City BBQ’s restaurant and corporate associates. The IT Support Team takes pride in the quality of service we deliver, which is a direct reflection of City BBQ’s unique culture. What do you need to join this team? Qualified candidates must be enthusiastic, team-oriented, and ready to “Serve and Create Happiness”.

The IT Support Analyst is a key member of the IT Support Team. The Support Analyst responds and reacts to technology requests and incidents and ensures thorough and prompt completion or resolution. The Support Analyst monitors email, chat, phones, and ticketing systems to ensure that support SLAs are being met and exceeded. The Support Analyst is proficient in providing technical support and has proven customer service skills as an IT professional. The Support Analyst understands how to prioritize work items based on their impact. The Support Analyst utilizes their experience and judgement to identify priorities. The Support Analyst is capable of multi-tasking and tracking multiple items at once. The Support Analyst is a team player who thrives in helping their customers and teammates be successful.

Accountabilities

• Responds to telephone calls, email and personal requests for technical support and assisting users with questions or problems, dispatching tickets with proper vendor support if needed.
• Documents, monitors, and prioritizes incidents & requests to ensure a timely resolution while collaborating with internal and external support personnel.
• Proficient in the troubleshooting of back office & laptop computers, DSL/T1/Broadband service, phone systems, NCR Point of Sale system, cell phones, tablets, video surveillance, just to name a few.
• Utilize knowledge resources and contribute new KB content as opportunities arrise
• Adheres or exceeds departmental service delivery standards, SLAs and KPIs
• Completes assigned project-related work tasks within requested timelines
• Some weekend, after-hours, or holiday work required.

Preferred Skills & Requirements

• 1-3 years experience in service desk and/or Level 2 support roles.
• Excellent problem solving and customer service skills - proven resourcefulness
• College degree or equivalent preferred; additional training in advanced computer skills preferred.
• Familiar with Aloha POS, Kitchen, ServerEPS, CMC/CFC or other point of sale systems
• 1-3 years experience providing direct support of end point technologies such O365/Outlook, Windows, Android/iOS, Online Order Management systems, Catering Systems, ERP
• 1-3 years experience supporting distributed network devices including modems, firewalls, routers, and access points
• Ability to collaborate with others in a team environment.
• Need to be able to sit for extended period and lift up to 50lbs.
• Must be able to multi-task, managing multiple incident & service request tickets.
• ITIL knowledge/exposure a plus.