IT Analyst - Network, Chick-fil-A HELP Desk

Overview

Are you ready to provide support within one of the strongest companies in America? Do you want to work in a help desk environment that focuses on an amazing experience for the customer and the employee?

We are looking for friendly, enthusiastic people who enjoy serving others. You must be motivated, work well under pressure and be able to multi-task. Our team is responsible for providing support to our Chick-fil-A franchisees in point-of-sale software and hardware, mobile ordering, networking, kitchen production and our financial, supply chain and scheduling applications . In addition, we support Marketing, Payroll, Treasury and Supply Chain for our franchisees. Our service desk environment offers cutting edge technology, an on-site mock restaurant training facility, a professional work culture and many perks above other help desks. All new hires must successfully complete a paid 8-week training course.

The Chick-fil-A HELP Network Analyst I position is a dynamic and fast-paced role that requires strong network skills and great soft skills as you communicate and support restaurant Operators and their team members. Excellent problem solving, high customer empathy, demonstrated leadership in previous roles, efficient work flow, and consistently achieving great results are some of the signatures of success for the role.

Responsibilities

  • User support and exceptional customer service
  • Respond to questions from callers; remotely assist Operators, managers and team members with technology problems in the store
  • Ensure customer satisfaction in every step of problem resolution
  • Follow standard help desk operating procedures; accurately log all help desk contacts using the incident management tracking software
  • Accept general responsibility for the knowledgebase and contribute to its content
  • Independently work responsibly
  • Attend regular meetings and training activities
  • Must have flexibility for backfilling for peers when coverage is needed. This includes holidays, weekends and night shifts
  • Triage WAN and LAN issues including but not limited to: WiFi, primary and backup internet circuits, VPN/firewall/router, managed switches, and auto-power cycle devices
  • Receive and own escalations from the HELP Analyst I team, from other teams across the business, and from our vendors
  • Maintain "high touch" and consistent updates to restaurants as issues are worked and solved
  • Leverage our vendor partners and ensuring timely equipment deliveries, technician dispatches, and configuration changes
  • Proactively identify and resolve network issues using monitoring tools
  • Interface with Network Engineering when trends and problems (ITIL) are identified


Minimum Qualifications

  • 1 year in a dedicated networking technical support role
  • Excellent written and oral communication skills
  • Demonstrated experience collaborating and working well on teams
  • Working knowledge of Microsoft Office
  • Type at least 40 wpm
  • Strong attention to detail
  • Flexible work schedule
  • Ability to interact with multiple levels of personnel and management


Preferred Qualifications

  • Bachelor's degree
  • Networking Certifications (CCNA, Network+, Security+, CCNP etc.)
  • Vendor relationship and onboarding experience


Minimum Years of Experience

2

Travel Requirements

0%

Preferred Level of Education

Bachelors Degree


Meet Some of Chick-fil-A's Employees

Natalie W.

Customer & Market Insights

Natalie focuses on understanding what consumers think about the brand, ensuring that the company's brand strategy and decision making process are informed by consumer perceptions and needs.

Brian W.

Distribution

Brian builds relationships and manages continuous improvement with the distributors who provide products and packaging to Chick-fil-A restaurants.


Back to top