End User Support Analyst - Tech Bar

Job description

The End User Support Analyst is responsible for delivering high-quality technical support and customer service to internal users by resolving hardware, software, and network issues. This role serves as a primary point of contact for end-user technology needs, ensuring timely troubleshooting, issue resolution, and a seamless user experience. The analyst supports a wide range of IT systems—including desktops, laptops, operating systems (Windows and macOS), enterprise applications, and identity management tools—while managing and prioritizing support tickets. They collaborate cross-functionally with infrastructure, development, and application teams to escalate complex issues and drive resolution. RESPONSIBILITIES Responsible for providing end-user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS. Relies on experience and judgment as well as pre-established procedures and instructions to identify, research, and resolve technical problems. Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network. Triage Level II and Level III trouble tickets. Interface with infrastructure, database, and development personnel. Ability to complete multiple simultaneous projects in a timely manner. Analyzing and identifying trends and devising preventative solutions. Performs other duties or special projects as assigned. Collaborate with development staff to recreate problems in the test environment. Verify with the customer that the issue has been resolved and update the ticketing system. Communicate plans, progress, and issues in a timely manner. Actively contribute to ongoing process improvement when working issues and requests through email, phone, tech bar, and bot interaction Mentoring other help desk personnel on hardware and software problem analysis and resolution. Recognizing, analyzing, and knowing when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts. Installing, configuring, and maintaining desktop, VM, and laptop PCs and peripherals such as printers. Installing and configuring applications and operating systems, software, and upgrades. Troubleshooting and repairing complex hardware and network connectivity issues. Removing old equipment and performing data migration to new machines. Assisting with the successful execution of all corporate-wide A/V presentations while maintaining the availability and functionality of the A/V equipment. Resolving complex hardware maintenance issues including cell phone, telephone, Internet/intranet connectivity laptops, desktops, A/V Displays, and attached peripherals. Provide support for external helpdesk(s), field service organization(s), and Restaurant Technology groups with application support and maintenance management. Wireless networking support for corporate and field-based users by including connectivity issues and VPN issues through wireless or hard-wired solutions. Printer support for network printers and field-based multi-function devices, including network connectivity, software installation, minor repair, and vendor management for major repairs. Logging all hardware and software on any desktop, laptop, server, and peripherals and ensuring that appropriate asset tracking software is regularly run against any asset maintained by the technician. Logging consumable inventory used by the customer base, including completion of change inventory forms for all requested consumables by any customer. EDUCATION AND EXPERIENCE QUALIFICATIONS 4-Year degree in IT or related field preferred; equivalent experience may be substituted in lieu of education. Minimum 2 years related experience in a Microsoft Server environment, prior Retail Technology experience in a QSR environment preferred. Prior Quick Service Restaurant experience, a plus. REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization. Must be a self-motivated professional who is dedicated to assisting the customer in a tactful manner, even in the most stressful of circumstances. Proven skills in technology troubleshooting. Able to function effectively in a fast-paced team environment. Quick to learn new systems and products. Medium to high-level Microsoft Office 365 computer skills. Extensive Microsoft Outlook knowledge. Medium to high level of Windows 10 knowledge. Some knowledge of Windows 11. Medium to high level of Mac OS knowledge. iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a plus Stays current on technology trends and passionate about technology After-hours support on a rotational basis (weekly). Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.