IT Help Desk Analyst

Job Summary

Toast Overview

We are a rapidly growing company thats revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver unique guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Job Overview:

As a Helpdesk Analyst, you will provide 1st and 2nd level support to all staff members/internal employees of Toast. You will focus on supporting a primarily Mac OS-focused environment, as well as a small fleet of Windows computers. You will also work on revising and improving systems, processes, and documents in a fast-paced environment with a continuously evolving toolset. The successful candidate must provide world-class customer service and technical support in a timely manner by proactively taking ownership of requests/incidents, utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management.

Responsibilities

• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions in a timely manner
• Configure computers, create accounts and facilitate IT training to new Toast employees
• Create, document, and modify technical solutions, processes, and procedures
• Field and log multi-channel technical requests issues
• Advise users on the appropriate course of action
• Monitor issues from start to resolution
• Troubleshoot various SaaS Systems
• Work on an after-hours support rotation (additional compensation provided)
• Install and configure new hardware, software, and peripherals
• Escalate, if needed, unresolved problems to a higher level of support

Requirements

• 1-2 years of customer service experience
• 1-2 years of Hardware/Desktop support
• Curiosity and enthusiasm for new technology
• Personable, Friendly, and Outgoing - a people person that loves helping customers
• Proven ability to multitask and change priorities as needed
• Excellent communication skills; both written and verbal
• Adaptable - With Toast s hyper-growth you must be flexible to the changing landscape

Bonus ingredients

• 1-2 years of technical support experience in a fast-paced environment
• Experience in supporting Mac OS and Windows OS
• Experience with Google Admin Google Suite
• Experience with a ServiceNow or other ITIL-focused ticketing systems
• Previous experience with any of the following SaaS: Office 365, Okta, Slack, Zoom Jamf, or KACE
• Basic networking experience (Meraki, TCP/IP, LAN, WAN, etc.)
• Technical writing experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.