Raising Cane's IT Restaurant Support Specialist II (Helpdesk) in Plano, Texas
The IT Restaurant Support Specialist II works closely with the Restaurant Support Team to ensure that all technical and deployed IT solutions are working to Raising Cane’s approved specifications. The Restaurant Support Specialist will serve as the owner of technical problems and will addressed and/or escalate to ensure issues are resolved quickly and efficiently. The Restaurant Support Specialist is also responsible for the execution of technology product testing and project plans as it relates to Raising Cane’s technology infrastructure.
Ownership of Technical Requests – From the initial request through resolution, the Restaurant Support Specialist is the driver of Technical services to the Restaurants, Field and RSO users. Duties include but are not limited to receipt of telephone calls, email, and personal requests for technical support; responding to the requests, providing/implementing solution or routing requests to the appropriate path. In addition the Restaurant Support Specialist is responsible for ensuring the issue has been resolved to the satisfaction of the user.
Customer Service – interact with customers to understand and provide information in response to request about IT solutions and services. Present a calm and understanding to the request while processing and resolving customer's issues using communication methods such as telephone, personal, e-mail, etc. to ensure the customer understands and agrees with the resolution path.
Documents IT Solutions and Technical Problems – Documents, tracks, and monitors technical problems with the intent of ensuring timely resolutions, identifying trending and providing status updates on projects.
Installations – Perform installations of company approved software and hardware at the direction of the Restaurant Support Manager or IT Leadership Team.
Quality Assurance – Perform testing of approved software and hardware at the direction of the Restaurant Support Manager or IT Leadership Team.
The intellectual and physical demands described below are representative of what must be met by a crewmember to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have the knowledge of commonly-used technical concepts, practices, and procedures
Must have knowledge working with complex hardware and software solutions
Ability to follow direction and pre-determined instructions
Has excellent verbal and written communication skills
Must be able to work in a fast paced environment with frequently changing priorities
Attention to detail and accuracy
Has excellent Customer Service skills
Has advanced Troubleshooting skills
Ability to work after hours – Weekly on call rotation
Ability to lift items up to 50 lbs
Associates degree, Trade certification or High School diploma with equivalent experience
Ability to type 20 words/min or better
Proficiency in a variety of technology systems, especially Microsoft Office (Word, Excel, Outlook) and able to adapt to new systems quickly
2+ Years Restaurant Operations experience strongly desired
Experience with Micros POS, and Drive Thru/Headset Systems a plus
Basic PC Troubleshooting skills required
Basic network troubleshooting skills required
Basic PC installation and configuration experience required
Microsoft Windows platform troubleshooting skills desired
PC Imaging experience desired
Requisition ID 2017-3350
Job Locations US-TX-Plano
Department (Portal Searching) Information Technology
Location : Address 6800 Bishop Rd
Location : City Plano
Location : State/Province TX
Location : Postal Code 75024
If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Raising Cane's, please contact the Talent Acquisition Department at Recruiting@RaisingCanes.com or 866-552-2637.
Raising Cane's is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or Crewmember based on the following legally protected characteristics: race, color, religion, creed, sex, pregnancy ore related medical conditions, age (40 and over), national origin or ancestry, physical or mental disability, genetic information or any other consideration protected by federal, state or local laws.