Cafe Rio | Cafe Rio Inc. Looking for IT Service Desk Technician at Salt Lake City, UT Full Time

Love your job and get free burritos! Obsession-worthy food requires talented, friendly people and top-notch technological support.

Cafe Rio is a hiring full-time Help Desk Technician! We are looking for self-motivated, energetic and friendly people to join our team! (In-Office Position)

As a member of our elite team, you must be customer service oriented and have excellent time management, organizational and communication skills. You will interact with employees all across the organization and help them with their technology needs.

The IT Service Desk Technician provides first and second level service and support for end-users of the Cafe Rio technology environment. This position closely monitors the resolutions of the Cafe Rio Service Desk to ensure internal customers receive the highest degree of satisfaction, technical knowledge, and speed of service while providing escalation support to level one technicians.

Essential Responsibilities:

Provides end-user service and support within the Cafe Rio technology environment

Responds to inbound inquires via phone, email, in person, or through remote access

Logs and tracks contacts via service ticketing system

Provides technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software

Provides advanced level support of the Cafe Rio restaurant point-of-sale system, payment systems, online ordering, and other restaurant technology and guest-facing technology

Assists with technical project task level execution

Analyzes ticket trends, identifies, and proposes solutions to common problems and complaints

Creates and maintains knowledgebase documentation

Provides training to members of the IT Service Desk

Prioritizes multiple active tickets under pressure

Occasionally required to perform field visits and service

Learn and document new technologies and systems

Track and report out on Service Desk metrics and KPIs including speed of service, call answer and abandonment rates, average ticket life, et cetera

Experience, Education, and Certifications:

Proven experience supporting information technology environments with help desk, technology call center, troubleshooting, and/or user hardware and software support preferred

Restaurant or Retail experience preferred

Associate degree or higher preferred

A+/Net+

NCR Aloha experience a plus

Knowledge and Skills:

Proficiency in English

Ability to occasionally lift objects up to 50 pounds

Team Oriented

Proficient with installing and supporting Microsoft O365, Windows, desktop applications, and anti-virus management

Knowledge of Payment Card Industry Data Security (PCI)

Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking, enterprise POS management, and operating system support

Working knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems

Ability to diagnose and resolve basic and moderately complex technical and computer systems issues; hardware, software, networking, server, and operator problems

Ability to meet deadlines and function in a fast-paced, high volume, multi-task-oriented environment while maintaining a high level of customer service

Ability to gather data from multiple sources and make informed decisions

Ability to work with users at all levels of skills and abilities

Works well with ambiguity

Brand: Cafe Rio

Address: 215 N. Admiral Byrd Road Salt Lake City, UT – 84116

Property Description: Restaurant Support Center

Property Number: CORP