Level 2 Service Desk Tech

Overview

The Level II Service Desk Analyst provides advanced technical support to restaurant personnel and Level I Analyst. This role ensures seamless operation of IT systems, enabling end-users to perform business tasks efficiently. The technician serves as an escalation point for complex issues and collaborates closely with Level I analysts to resolve incidents within established Service Level Agreements (SLAs). Responsibilities include remote and hands-on support, use of diagnostic tools, and contributing to process improvements and knowledge documentation.

Key Responsibilities

Strategy & Planning

• Analyze support trends to identify recurring issues and propose preventive measures.
• Proactively alert management of emerging technical issues or trends.
• Maintain and enhance knowledge base and troubleshooting documentation for use by Level I staff.

• Acquisition & Deployment

• Assist in the testing and evaluation of hardware and software for restaurant operations.
• Support the development and distribution of application updates and procedural documentation to the Level I Service Desk.
• Participate in software releases and rollouts in alignment with project and change management best practices.

• Operational Management

• Provide advanced technical guidance, training, and mentorship to Level I analysts.
• Communicate process and procedural changes to Level I staff in a timely and effective manner.
• Support polling recovery efforts and incident response for restaurant systems.
• Contribute to onboarding and training of new technologies and instructional materials for restaurants and Service Desk staff.
• Act as an escalation point for advanced technical issues.
• Build and maintain positive working relationships with restaurant personnel and internal stakeholders.
• Escalate unresolved or critical issues to the Service Desk Manager as appropriate.
• Document all support interactions, decisions, and outcomes in the ticketing system.
• Utilize diagnostic utilities and online resources to resolve technical issues efficiently.
• Perform hands-on support such as software installations, hardware upgrades, file backups, and system configurations (POS and BOH systems).
• Conduct scheduled or recommended preventative maintenance tasks.

• Verify and document issue resolutions and conduct post-resolution follow-ups as needed.
• Develop and distribute help guides, FAQs, and best practice documentation for end-users.
• Reinforce adherence to SLAs and help maintain high levels of customer satisfaction.
• Evaluate tools, processes, and solutions, providing recommendations to improve restaurant technology operations.
• Collaborate with cross-functional teams (Applications, Infrastructure, Network) and vendors to resolve complex technical issues.

• Qualifications
• Education & Certifications

• Associate or bachelor's degree in computer science, Information Technology, or a related field, or 3-5 years of equivalent work experience.
• ITIL v3 Foundation certification is a plus.

• Technical Skills & Experience

• Strong knowledge of Point of Sale (POS) and Back of House (BOH) systems and peripherals.
• Experience with Microsoft Windows Server environments (2016) and Windows 10/11.
• Familiarity with SQL scripting and Microsoft System Center Configuration Manager (SCCM).
• Experience with tablets and handheld payment devices is preferred.
• Proficiency with diagnostic and troubleshooting utilities.
• Background in ITIL-driven environments with a working understanding of ITIL processes.
• Strong documentation and technical writing skills.

• Communication & Interpersonal Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills with a focus on relationship building and active listening.
• Bilingual (English/Spanish) is a plus.

• Personal Attributes

• Strong analytical and problem-solving skills.
• Ability to learn and retain technical information quickly.
• Capable of translating complex technical information into user-friendly terms.
• Self-motivated with a strong attention to detail.
• Able to prioritize and manage tasks in a fast-paced, high-pressure environment.
• Team-oriented and collaborative work ethic.

• Work Environment

• Standard 40-hour work week (on-site) with rotating on-call schedule, which may include evenings, weekends, and hours outside the standard work schedule of 8:00 AM to 5:00 PM.
• Occasional travel may be required.
• Requires extended periods of sitting and computer use.
• Must be able to lift and move moderately heavy equipment such as computers and peripherals.