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IT Support Analyst Tier 1

Expired Job

Zoes Kitchen, Inc. Plano , TX 75023

Posted 3 months ago

Here at Zoes Kitchen the number one criteria for being a fit for any role is being a culture fit! That's why our core values are so important to us.

What it takes to be a culture fit!

  • PEOPLE FIRST! Look for ways to add value to the lives of others and always treat people with positive intent.
  • BE HUMBLE! Think of yourself less and the team and business more. There's always room to improve.
  • ONE TEAM. ONE ZOES! Be all in all the time and support your coworkers.
  • STRIVE FOR GREATNESS! Be an expert, take initiative and do your part to make things great.
  • LOVE LIFE! Have some fun and work passionately! Attitude and energy are contagious.


The IT Support Analyst is responsible for providing technical support as it relates to technology for all restaurant systems, which includes, but is not limited to the Point of Sale hardware and software, network equipment, telephones, printers, desktop support and Back Office systems used by company owned and franchise locations.

Core Responsibilities:

  • Provide telephone and email support to restaurants, corporate office and field employees.

  • Document, track and monitor incident tickets to ensure timely resolution and escalate as needed.

  • Research issues utilizing help desk tools, knowledge base and vendor partners.

  • Create and update knowledge base articles.

  • Install, support and maintain computer desktops, laptops, printers and any related hardware and software.

  • Create, maintain and disable user accounts in business and restaurant systems.

  • Support current phone system to include adding, removing and changing phone extensions and creating voicemail accounts.

  • Assist in project implementations, testing and documentation.

  • Monitor system notification alerts and take appropriate action and follow-up.

  • Resolve technical issues with restaurant systems within defined SLAs and document root cause and resolution. Troubleshoot hardware, software, and network issues. Perform backups and recover of data.

  • Perform system upgrades and patching.

  • Provide Level 1 Help Desk support for Point of Sale and Back Office computer systems

  • Provide Level 1 Help Desk support for all telephone systems and internet systems at restaurants.

  • Interface with Level 2 Help Desk support personnel for all partner vendors.

  • Develop and maintain support documentation as it pertains to company-wide IT.

  • Develop and maintain custom reports for company-wide data mining.

Requirements outside of culture fit:

  • Associate degree or equivalent business/industry training and experience required.

  • Minimum of 2 years' experience in a technical support role required.

  • Must be able to keep organized, accurate records on daily activities and results. Strong organizational skills imperative.

  • Experience supporting Microsoft Office applications, Windows operating systems, Internet Explorer, Google Chrome, Active Directory and Outlook

  • Experience with supporting Aloha Point of Sale, EDC, Aloha Takeout, KDS, Online Ordering, Aloha Command Center

  • Must have flexibility to work varying scheduled shifts in an 18 hour operation.

  • A+ and Network + certifications preferred.

Frequently under pressure of restaurant up-time while coordinating multiple sites. Continuously utilizes eye/hand coordination, manual/bi-manual dexterity, near vision, color definition, speech and hearing. Frequently walks, stands, sits, lifts and/or carries up to 5 lbs. Occasionally walks on uneven surfaces, lifts and/or carries up to 50 lbs., reaches above shoulders, bends. Works in both an office environment and occasionally in the restaurant. Required to sit for long periods of time.

Hours will vary in accordance with business necessity including early mornings, late evenings, weekends and/or holidays. Job requires some travel. Job requires 24/7/365 carrying of cell phone and laptop computer.

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IT Support Analyst Tier 1

Expired Job

Zoes Kitchen, Inc.