I.T. Support Rep

JOB_REQUIREMENTS

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Job Description:

An Information Technology Support (ITS) Representative is an individual responsible for certain aspects of IT Support. The IT Support Representative is dedicated to customer support in a highly proprietary software and hardware environment. This position is required to and must be willing to work days, nights, weekends and holidays as well as on-call rotations when needed. They could also participate as a part of a team during the implementation of any new applications/systems or changes to applications/systems at the stores as well as new store openings.

Primary Responsibilities

Take incoming support calls, answer incoming email support requests from stores and SSC.
Provide desk side support for SSC team.
Troubleshoot, resolve and document support issues reported to ITS.
Work with super users and other areas of the IT team to identify problems and troubleshoot issues reported to ITS.
Work with IT vendors to resolve support issues.
Work closely with the on-site team and/or IT team members during implementations of new hardware, software or upgrades.
Image, configure and deploy new workstations shipped to stores.
Utilize monitoring systems in place to detect down or problem devices.
Daily review of open or escalated tickets; review/update/follow-up/close open or escalated tickets.

Required Skills and Experience

Must be able to develop an understanding of the configuration of the proprietary software applications and hardware utilized by Dave & Buster’s and Main Event stores and SSC.
Must be proficient and comfortable working with Windows 10 operating system.
Must have basic knowledge of server products such as Windows Server 2019, including basic understanding of Active Directory and Microsoft Management Console.
Must be proficient and comfortable troubleshooting desktops and laptops.
Must be proficient and comfortable troubleshooting basic networking problems including tracert, dns, dhcp.
Must be proficient and comfortable working with Microsoft Office Products, Remote Desktop, VPN applications.
Knowledge of Adobe products a plus.
Knowledge of Micros Res 3700 and Micros Simphony POS platforms and POS Hardware a plus.
Maintain a professional and helpful attitude towards customers; both internal and external.
Be proactive; react to monitoring alerts of down or problem devices in a timely manner, respond to email requests in a timely manner.
Be a self-starter; do not wait for tasks to be assigned.
Be detail oriented; document troubleshooting steps, resolutions clearly. Verify the issue is resolved before moving on.
Work quickly and efficiently to identify problems to ensure quick resolution.

Schedules:

Must be available weekdays, weekends and holidays

WHAT’S IN IT FOR ME?:

Dave & Buster’s is an imaginative and dynamic company dedicated to creating innovative entertainment experiences that bring joy, laughter, and excitement to people of all ages. Our mission is to foster a culture of fun and creativity, and we take pride in our commitment to delivering memorable and unique entertainment solutions.