IT Helpdesk Analyst

Based in our Irvine, CA Support Center and reporting to the Manager of our Helpdesk. This person will support The Habit Burger's entire technology stack via phone, email, through our ticket management system, and in person. This is an IT Position in a fast-paced, rapidly growing restaurant chain. The Service Desk Analyst is expected to provide excellent customer service while troubleshooting technical issues. This position requires a highly detail-oriented person capable of staying calm under pressure and walking less technical individuals through troubleshooting steps. The ideal candidate has previous customer service experience in either a restaurant or retail environment and has either 6 months of Service Desk support experience or entry-level technical training and certifications. Our Service Desk is operated almost 24 hours per day, 7 days a week - weekend work will be required.

ESSENTIAL JOB FUNCTIONS

• Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.


• Consult with service desk team members to resolve issues


• Initiate service orders to dispatch technicians to resolve technology or facility issues


• Troubleshoot basic issues related to restaurant technology (i.e., connectivity issues, software upgrades, etc.)


• Complete password reset requests


• Assist stores with questions related to restaurant technology and applications


• Resolve previously identified (known) issues utilizing the knowledge base


• Log incident details

Day-to-Day Support:

• Document ALL communication and troubleshooting steps and close or escalate tickets as needed via the Service Desk ticket management system.


• Communicate with various vendors for warranty and other troubleshooting requirements.


• Perform other duties and special projects as assigned by the Service Desk Team Leaders

Field Support:

• May be required to visit the Restaurant location for onsite troubleshooting and hardware/software installation or replacement.    


• May participate in New Restaurant Opening technology installation (multi-state).

SKILLS AND KNOWLEDGE REQUIREMENTS

• Restaurant or Retail customer service history preferred.


• Ability to multitask and work over the phone, web browser chat or email.


• Spanish speaking is a plus.


• Some travel may be required to visit restaurant locations including out of state.

COMPENSATION: $22.30 - $24.20 per hour + bonus eligibility. This is the expected hourly range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.

At Yum! Brands and at The Habit Restaurants, LLC, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. The Habit Restaurants, LLC is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity.  We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. We are committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

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Employment eligibility to work with Yum! in the U.S. is required as the company will not pursue visa sponsorship for this position.

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BENEFITS

Competitive salary with benefits including:

• Up to 4 weeks of vacation per year plus additional sick days


• Up to 10 Paid Holidays + 1 Floating holidays


• Company provided Recharge Days to unplug and reenergize


• Competitive bonus program for eligible roles


• Recognition based culture

FAMILY BENEFITS:

• Onsite childcare through Bright Horizons


• Comprehensive medical, dental, and vision benefits including prescription drug benefits & 100% preventative care starting on Day 1


• Healthcare and dependent care flexible spending accounts


• Employee Assistance Program available to all employees and their dependents


• Bereavement time off

ADDITIONAL PERKS:

• Onsite gym with brand new equipment and fitness classes


• 401(k) benefit plan with a 6% matching contribution


• Up to 2 Paid Days to Volunteer for any non-profit or charitable organization important to you


• Access to LinkedIn Learning

NOTE: This job description is not intended to be all-inclusive. Team Members may perform other related duties as negotiated to meet the ongoing needs of the organization.