We're looking for an experienced IT Support Specialist to become part of our growing business. You'll work at our office in Irving, TX, supporting our Restaurants, Operators and Support Center employees over the phone, in-person, via email and via remote support tools such as Command Center. The IT Support Specialist will serve as the owner of technical problems and will address and/or escalate to ensure issues are resolved quickly and efficiently. The IT Support Specialist is also responsible for the execution of technology product testing and project plans as it relates to the technology infrastructure. This is also a great opportunity for an experienced restaurant manager interested in advancing their back-of-house knowledge and experience and furthering their career in the restaurant hospitality industry.
DESIRED SKILLS & EXPERIENCE
Minimum 2 years IT support experience preferred
Knowledge of Aloha POS & Micros POS software required
Knowledge of email solutions such as G Suite, Office 365 & Microsoft Exchange required
Microsoft Windows platform troubleshooting skills required
PC installation and configuration experience required
Network troubleshooting skills required
Proficiency in a variety of technology systems, especially Microsoft Office (Word, Excel, Outlook) and able to adapt to new systems quickly
Relevant Microsoft, NCR or other certifications desired
Experience in restaurant management strongly desired
Great problem solving skills
Ability to type 20 words per minute or better
Strong interpersonal skills required to effectively communicate with users and vendors
Strong work ethic and willingness to work as part of a team to deliver quality service to our Restaurants, Operators and Support Center employees
Excellent time management and task prioritization skills
Must adhere to all policies and procedures set forth by Mongolian Concepts
DUTIES & RESPONSIBILITIES
Reports to the Senior Director of IT and Business Processes and has primary day-to-day support responsibility for restaurant POS systems and software applications at the Restaurants & Support Center. This includes end-user support, help desk activities, on-site problem resolution and systems installation.
Driver of technical services to the Restaurants, Operators and Support Center employees. Duties include but are not limited to receipt of telephone calls, email, and personal requests for technical support; responding to the requests, providing/implementing solution or routing requests to the appropriate path. In addition, the IT Support Specialist is responsible for ensuring the issue has been resolved to the satisfaction of the user.
Interacts with users to understand and provide information in response to requests about IT solutions and services. Presents a calm and understanding demeanor to the request while processing and resolving issues using communication methods such as telephone, personal, e-mail, etc. to ensure the user understands and agrees with the resolution path.
Works closely with users to provide solutions to immediate problems as well as working on on-going projects and support. This includes gaining and maintaining knowledge expertise in software and hardware applications, systems support techniques, support procedures and contingency planning.
Often the position requires emergency response to problems, involving extra hours and weekend/holiday support. This requires a flexible schedule and the ability to manage multiple problems simultaneously. A cool head and clear thinking ability is a great asset.
Documents, tracks, and monitors technical problems with the intent of ensuring timely resolutions, identifying trends and providing status updates on projects.
Performs installations of company approved software and hardware at the direction of the IT Leadership Team.
Executing proper IT procedures in onboarding and offboarding Support Center employees as needed
Performs testing of approved software and hardware at the direction of the IT Leadership Team.
Ensure customer satisfaction by maintaining a proactive approach with Restaurants, Operators and Support Center employees.
Perform additional tasks/assignments as directed by IT Leadership Team
The intellectual and physical demands described below are representative of what must be met by a IT Support Specialist to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have the knowledge of commonly used technical concepts, practices, and procedures
Must have knowledge working with complex hardware and software solutions
Ability to follow direction and pre-determined instructions
Has excellent verbal and written communication skills
Must be able to work in a fast-paced environment with frequently changing priorities
Attention to detail and accuracy
Has excellent Customer Service skills
Has advanced troubleshooting skills
Ability to work after hours – Weekly on call rotation
Ability to lift items up to 50 lbs.
EDUCATION & EXPERIENCE
Associates degree, Trade certification or High School diploma with equivalent experience
IT Support: 2 years
Aloha POS & Micros POS: 2 years
Restaurant Management: 1 year
Job Type: Full-time
Brand: Genghis Grill
Address: 18900 Dallas Parkway Dallas, TX - 75287
Property Description: Corporate Office-Dallas, TX
Property Number: Corporate