IT Analyst II

Overview

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

The Operations IT Specialists are responsible for providing support to our Chick-fil-A Franchisees and Level I Agents. Responsible for providing support to our Chick-fil-A franchisees in point-of-sale software and hardware, mobile ordering, networking and kitchen production systems.

• Receive transferred calls and assigned cases from level 1 Agents
• Receive phone calls directly from restaurants during high call volume periods
• Create and escalate major cases to the appropriate 3rdlevel support team for issues that are not resolved
• Identify and communicate noticeable trends in installation, hardware, and software issues
• Troubleshoot recurring problems to find permanent solutions.
• Follow standard operating procedures and accurately log all issues using the ticketing system
• Support all hardware, software and order replacement hardware at the restaurants
• Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
• Assist in special projects and perform additional assignments as directed
• Participate in the on-call weekend duties
• Work responsibly with or without direct supervision
• Develop and maintain knowledge by attending regular meetings and training activities
• Recommend process and procedure enhancements
• Coach and develop Level I Agents in real time

• 3-5+ years of work experience
• Call Center or technical experience required
• Working knowledge of Microsoft Office
• Ability to work independently with minimal supervision
• Must be able to type at least 40 wpm

• Bachelor's Degree in Information Technology; Computer Information Systems; Business, Marketing Degree or related field
• 1-3+ years Help Desk/Call Center Experience
• 1 year or more of experience in technical support including troubleshooting hardware and software issues
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus