IT Support Analyst

IT Support Analyst The IT Support Analyst position is responsible for ensuring restaurant team member satisfaction by providing technical support via telephone, email and personal interaction for hardware, software, and connectivity related incidents or requests. They will provide real time ticket entry and effective communications for Red Robin Restaurant Managers and Field Operations Management. The IT Support Analyst will provide support for Red Robin's IT systems, including hardware, software and POS related incidents. They will escalate and communicate unresolved incidents and problems to the appropriate IT group for investigation and resolution. The IT Service Desk is staffed seven days a week, 6a - 11p MT therefore schedule flexibility is a must. Essential Functions: Provide excellent customer service by troubleshooting, effective communication and first time resolution while using Red Robin's ticketing system Identify recurring issues by reviewing ticket history in an effort to provide long term resolution of issues. Maintain and develop Knowledge Management information to continually increase the number of incidents or service requests that can be handled at Level 1 Collaborates with other IT teams to identify ways to increase support response time and end user satisfaction. Ensures compliance with all IT controls and interpretations of the IT Information Security Director including, but not limited to SOX, PCI and HIPAA Coordinate onsite technician visits at the restaurants that require onsite technical expertise to resolve issues Qualifications: Degree in Computer Science or related field preferred Experience in IT Support role preferred Experience supporting business facing applications preferred Background in food & beverage industry preferred Technical knowledge of laptops, tablets, and mobile devices required. Technical knowledge of Aloha POS hardware and software, Windows operating systems, VMWare, iOS, Cisco routers/switches preferred Excellent customer service skills required Excellent written and verbal communication required Analytical thinking and problem solving skills required Planning, coordination and follow-up skills, as well as the ability to work collaboratively in a team environment required Benefits: Eligible for an annual bonus Paid time off and holidays Health, vision, dental, life insurance plans, and discounts 401(k) savings plan plus a company match with immediate vesting Eligible to participate in the employee stock purchase plan after 1 year of continuous employment Discounts on Red Robin food Compensation Range: $23.90 - $32.83 Red Robin is an Equal Opportunity & E-Verify Employer