Job Description

Job Description

NOTE: This position will be on-site at our corporate headquarters in Franklin, TN. Our help desk runs 7 days a week from 8am - 8pm. Some weekends will be required, in rotation with other team members.

Who we are: Fourteen Foods is the largest Dairy Queen franchisee, with over 250 restaurants in 13 states, and we’re growing! We are faith-based with a Mission of “Shepherding world-class restaurants that celebrate our commitment to faith, people and community.” Our headquarters is in Franklin, TN., and we also have offices in Bloomington, MN., and Louisville, KY. Please visit www.fourteenfoods.net to learn more about us.

What you'll do: The IT Helpdesk Analyst II provides technology support to our restaurants and corporate support staff offices in a more advanced role while being customer-oriented with remote customers who rely on their systems to be successful. The incumbent in this role takes on more advanced tasks, issues, and acts as an escalation point for the IT Helpdesk Analyst I. Knowledge and experience with technology and customer service is critical for this role.

Approximately 70% of time is spent providing on-demand IT technical assistance for multiple application systems, hardware, and software, while being customer-oriented to ensure customer success. Approximately 30% of the time is spent taking calls, documenting issues in the ticketing system, prioritizing, and resolving ticket issues, and performing other technology support related tasks.

Communication and teamwork will be at the center of the role. The IT Helpdesk team deals with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our service desk ticketing system, be an active listener and be able to respond and serve people’s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team’s problems.

The IT Helpdesk Analyst II is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Qualifications and what you need to be great at:

• Proven experience as a help desk technician or other technical customer support role.
• Tech savvy with working knowledge of office automation production, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• AA/AS in IT or Computer Science or relevant field experience.
• CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
• Microsoft Certified Professional (MCP) and related application certifications preferred.
• 2+ years’ previous computer hardware/software support and technical assistance experience.
• Phone and PC helpdesk experience and/or PC experience.
• Microsoft application knowledge, along with general troubleshooting capabilities.
• Mac experience a plus.
• Must have excellent customer service, verbal and written communication, and employee relations skills.
• Detail oriented, good analytical and organizational skills with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.
• Ability to work independently along with patience in dealing with end users.
• Availability to work various hours as needed.