Help Desk Analyst

Location: Dallas, TX Corporate Office
Employment duration: Full time

About Mimi's

About Mimi's

The story of Mimi’s started with people; Arthur J. Simms was inspired by the beauty, foods and flavor of France and a woman he met there named Mimi. Today at Mimi’s we embody this inspiration and we strive to provide the same warmth and sincerity that one would welcome a guest into their home with. At Mimi's, our Associates are the most important resource in our service commitment to our Guests. By applying the 'Three Standards of Excellence' and embracing our values of trust, teamwork, respect integrity and commitment, we nurture and maximize talent to the benefit of each individual and the Company. Mimi's fosters a work environment where diversity is valued, quality of life is enhanced individual career aspirations are fulfilled and Mimi's continued success is celebrated by all.

When you work for Mimi’s, you become family!


Description

TITLE:              Help Desk Analyst
DEPT:               Information Technology Dept. located in corporate office - Dallas, Texas    
REPORTS TO:    Manager, Help Desk
DATE:               December,  2017

POSITION PURPOSE

The Help Desk Analyst handles a wide variety of technology support tasks including Point Of Sale, network, VoIP telephony and basic PC desktop support to approximately 500 restaurant, café and bakery locations. This is a full-time opportunity for someone who has varied technical skills, a positive attitude, excellent communication skills and works well in a team environment.

ACCOUNTABILITIES/DUTIES

•    Act as a central point of contact for questions and/or problems while delivering exceptional customer service and technology support to our Bakery Cafes and Restaurants located throughout the U.S, and Canada.  
•    Track, monitor and solve technical problems and questions in a timely and accurate manner.
•    Escalate complex issues to the appropriate IT resources as needed.
•    Provide overnight pager and weekend coverage in a rotation schedule with other Help Desk team members.
•    Dispatch technicians for on-site hardware issues.
•    Monitor, poll and process daily and weekly sales and payroll data to be entered into the corporate systems.
•    Remotely install hardware and software for restaurants in response to failures.
•    Participate in assigned technical projects in support of technology maintenance and enhancements.
•    Stage and deploy laptops, iPhones, cell phones, and data cards to our user community.
•    Contribute to and maintain IT Support Knowledge base library.
•    Provide communication and escalation to IT Management on real-time issues impacting our business and customers.
•    Support corporate & restaurant systems and applications including Microsoft Office, Windows XP and Windows 7.
•    Support Point of Sale Software and proprietary business applications used by restaurants.
•    Support Corporate and Restaurant VoIP Phone Systems.

QUALIFICATIONS

•    Minimum of 2 years work experience in a technical customer-oriented environment.
•    High School Diploma or GED required.
•    Bachelor’s Degree in Computer Science or a technical certification in a related field is preferred.
•    Experience with Micros Systems POS Software and hardware (Symphony, RES 3700) and/or Radiant Lighthouse and/or Aloha POS systems a plus.
•    Demonstrated customer service skills, including the ability to handle challenging issues in a professional manner.
•    Restaurant or retail experience and knowledge of Point-of-Sale systems preferred.
•    Restaurant or retail experience and knowledge of Point-of-Sale systems preferred.
•    A+ certification a plus.
•    Working knowledge of small office network environments including Windows, TCP/IP, routers, switches, physical connectivity, and telephony.
•    Experience troubleshooting VPN and wireless issues.
•    Excellent verbal communication and organizational skills required.
•    Ability to work well independently and as a team player.
•    Availability for flexible shift hours 7 days a week (including holidays) with rotating shift coverage for overnight on-call assistance.
•    Excellent problem solving skills.
•    Ability to self-start and take assigned problems to resolution independently.
•    A good driving record and willingness to submit to a background check.


Le Duff America offers Medical/Dental/Vision insurance, 401(K) Savings Plan, Flexible Spending Accounts, Tuition Reimbursement, Meal Discounts and many other employee benefits.





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