IT Service Support Specialist

The IT Service Support Specialist is the front-line support for the Freebirds restaurant locations in Texas. This position requires that you use your knowledge, experience, documentation, and communication skills to improve technology processes for the organization.

One Metric:

• Reduce the average ticket resolution time by 40% by creating knowledge articles and resolving reoccurring issues
  

Responsibilities:

• Document, troubleshoot, and maintain all incoming FreshService ESM tickets via telephone, in-person, or web portal.
• Provide status updates and completion information for clients and management.
• Assists in research and procurement of equipment, software, and supplies.
• Assists in the customization and adaptation of existing systems to meet users’ requirements.
• Execute tasks as a collaborative member of a project implementation team.
• Maintaining printing, copying, and other office equipment and systems
• Assisting staff with currently integrated audio/visual solutions for presentations, live streams, etc.
• Deploying and setting up new PCs/MacBooks for new hires
• Organizing and maintaining inventory of frequently used items (USB's, mice, etc.)
• Installing and maintaining user hardware and software systems
• Troubleshooting a variety of computer issues on-site, via phone, remote access, or email
• Communicating with employees to diagnose and repair any issues that arise due to failed software, hardware, or internet-based components
• Coordinate with third-party service providers for break/fix support, including network connectivity issues.

Requirements:

• Bachelor’s degree or equivalent 5 years of related experience.
• Advanced in supporting systems ranging from Network to POS to VoIP to Cloud Services.
• Restaurant industry experience.
• Must be familiar with basic information security practices.
• Dependability and adaptability are hallmark characteristics of our ideal candidate.
• Communicative in a team setting, relaying significant issues to IT team in a timely manner.
• Ability to travel to sites within Texas in what may be extenuating circumstances.
• Availability to work night and weekends in an on-call rotation.
• Attention to detail.

Our Mission, Vision, and Values:

• Mission: To deliver Craveable food and Its Your World service to every guest as One Tribe.
• Vision: To be the largest, most loved burrito brand in Texas.
• Values: Teamwork, Relentlessness, Integrity, Best in Class, Empowerment “TRIBE.”

Why work for Freebirds?

• Low-cost health options
• PTO plans and major holidays off
• Hybrid Schedule opportunity
• Cell phone reimbursement
• Employee Meal Discounts
• Top 1% Industry sales growth, 3rd year in a row
• Awarded #1 for most craveable food by National Restaurant News for the second year in a row
• Cell phone, Event, Ticket, Gym discounts, and much more!

As part of the interview process, Freebirds requires reference checks from previous supervisors.