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    Sr. Technology Support Specialist - Houston, United States - Logan's Roadhouse

    Logan's Roadhouse
    Logan's Roadhouse Houston, United States

    3 weeks ago

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    Description

    **Sr. Technology Support Specialist**

    Home Office

    Full Time

    558703

    {{}} - {{joblist.payhigh}}

    **Position Summary:**

    As part of the IT Support Center, the Sr. Technology Support Specialist is responsible for providing support to restaurant operations as well as the corporate office Support Center. This position supports a variety of hardware and software including the point of sale (POS), labor scheduling application, mobile ordering, kitchen production system, Wi-Fi, network, telephone systems, conference room audio-visual components and other technologies used by our restaurants and corporate Support Center. This role also supports or maintains VMware, server environments as well as security maintenance activities to ensure compliance. In addition, the Sr. Technology Support Specialist will assist in the procurement of desktop hardware, software, and other select devices as well as deploying workstations. This includes assisting in deploying workstations.

    **Education, Skills and Experience:**

    Associate degree in Computer Science, Information Systems Management, or related field (or equivalent combination of education, training, and experience).

    7-10 years technical support experience for end user and computing with hands on experience supporting desktop PCs and laptops in a Windows 7 / 10 environment and network devices.

    Advanced knowledge of Microsoft Office Products.

    Experience with Microsoft technologies including Active Directory, Teams, Intune, Outlook, Office 365, SCCM and scripting is a plus.

    Experience with Apple products such as Mac, Apple iOS, iPad, iPhone, etc. is a plus.

    Experience with WebEx, Zoom, Teams rooms systems and other video conferencing technologies.

    Experience with client-side troubleshooting of network services (i.e. DNS, DHCP, and certificate-based authentication) is a plus.

    Prior work in technical support role. Preferable experience in troubleshooting hardware, software, and network issues.

    Previous experience handling escalated issues.

    Ability to multitask.

    Excellent communication skills (verbal and written)

    Ability to interact with multiple levels of personnel and management.

    Ability to take direction.

    Genuine desire and spirit to assist others.

    Must have the aptitude to troubleshoot balancing issues, day close issues, inventory issues, etc.

    Must be able to work quickly under extreme time constraints.

    **Essential Duties:**

    Support Activities:

    Follow standard operating procedures; accurately log all Help Desk contacts using the incident management tracking software.

    Manage Help Desk system ticket queue and/or receive phone calls directly from the user community to coordinate support activities and update incidents, service requests, and tasks accordingly.

    Investigate, triage, and resolve issues with IT systems for remote and in-person end-user devices and associated software, network, and telephony systems.

    Escalate problem tickets to the appropriate support level for incidents that are not resolved, following all support processes and procedures.

    Maintain working relationships with all levels of employees, including senior management.

    Maintain direct relationships with various 3rd party partners for support.

    Author and submit new knowledgebase articles where appropriate.

    Ability to work responsibly with or without direct supervision.

    Participate in occasional on-call off hours support.

    Recommend process and procedure enhancements where appropriate.

    Actively build cross-functional and cross-competence collaboration within and outside the area of responsibility.

    Ability to train end users and other team members.

    Assist in development and implementation of policies and procedures for desktop operating environment.

    Assist in special projects and perform additional assignments as directed by IT Leadership.

    Responsible for tracking and reporting support related metrics and KPIs.

    Develop and maintain their knowledge by attending regular meetings and training activities.

    Technical Activities:

    General administration of Microsoft Active Directory and Office365 systems

    Imaging, configuration and deployment of Windows and Mac workstations

    Install and configure software for PCs, laptops and network equipment as needed and directed.

    Knowledge of administering Window and Linux servers, including PowerShell, Active Directory, and GPO

    Knowledge of Information Security, including systems & network security, auditing, and user authentication

    Knowledge of Azure and local MS SQL database environments and maintenance

    Ability to build, configure, and maintain servers in laboratory and production environments

    Ability to install and configure network firewall, router, and switch devices

    Generic System & Network Administration

    In-depth understanding of POS system set-ups

    Familiar with:

    VMWare

    Networking (LAN/WAN)

    Network Hardware Configuration

    Network Maintenance

    Network Performance Tuning

    Network Troubleshooting

    Windows Server 2008 R2, 2012 R2

    Procurement Activities:

    Central and initial point of contact for purchasing of all desktops, laptop, monitors and other related peripherals. Places order(s) according to company standards. Provides initial training to end-user on purchased equipment.

    Ensure that computer equipment hardware and software standards are followed.

    Maintain direct relationships with various external suppliers and evaluates pricing options on all purchases and leases to ensure pricing is competitive.

    Manages desktop peripheral inventory within the asset management system. Maintains accurate records for device changes and updates the inventory system whenever a computer, etc. is installed or relocated.

    Performs desktop moves in a timely manner, based on user/organization.

    Participates in evaluating hardware and software products with respect to workstation equipment.

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