SUPPORT SPECIALIST

POSITION SUMMARY:Responsible for providing first level telephone support via the IS help line to restaurants, corporate and field employees on hardware, software, telecommunications, and procedural problems with point-of-sale system, time clock systems, desktop/laptop, hardware and peripherals, and software. Ensure issues are resolved within a timely manner. PRIMARY RESPONSIBILITIES:Provide 1st level telephone support via the IS help line to restaurants, corporate and field employees on hardware, software, telecommunications, and procedural problems with point-of-sale system, time clock systems, desktop/laptop, hardware and peripherals, and software. This support is provided both in person and when on call during evenings, weekends, and holidays hours.Ensure issues are resolved or escalated to other internal IS departments for technical issues requiring specific department expertise within a timely manner. Work with Support Specialist II and III to resolve issues requiring more time and 2nd level or advanced (3rd level) support.Maintain records of support requested and provided, including problem description and resolution data into the online knowledge management/call tracking system.Provide weekend on-call support as scheduled for defined restaurant emergency problems or situations.Travel to restaurant locations to install or upgrade personal computer and point-of-sale hardware. Train restaurant management on use of equipment and software. This may require working after standard business hours or on weekends.Responsible to assist Support Specialist II with phone changes, additions and moves as required.Perform other tasks or projects as assigned.POSITION QUALIFICATIONS:High school degree or equivalent, with some post-graduate education (college or technical school), and one-year experience. An equivalent combination of education and directly related work experience will also be considered.Previous experience with POS or Help Desk a plus.Knowledge of PC?s, DOS, Windows NT, Windows 95, Office 97, Xcellnet, and POS and peripheral equipment helpful.Must be highly motivated, able to prioritize multiple tasks, adaptable and articulate. Good communication skills necessary, both verbal and written.May be required to work shift work or overtime, including weekends and holidays. Some travel required.Ability to lift computer equipment or 40 lbs.EQUIPMENT USED:Computer/laptopGeneral office equipment (e.g. telephone, facsimile machine, copy machine, etc.)Cell phone http://buffet.kenexa.com/buffet/cc/CCJobResultsAction.ss?command=ViewJobDetails&job_REQUISITION_NUMBER=26587