IT Service Support Specialist

The Freebirds IT Service Support Specialist is the front line of the Freebirds IT Support team for our restaurant locations. This is a great position for you to use your knowledge, experience, documentation, and communication skills to improve technology processes for the organization.

One Metric:

• Deliver 90% accuracy for the year on all assigned IT department New Restaurant Opening (NRO) tasks while maintaining team's average service support ticket metrics for response and resolution.

Our Mission, Vision, and Values:

• Mission: To deliver Craveable food and Its Your World service to every guest as One Tribe.
• Vision: To be the largest, most loved burrito brand in Texas.
• Values: Teamwork, Relentlessness, Integrity, Best in Class, Empowerment "TRIBE."

Responsibilities:

• Document, troubleshoot, and maintain all incoming FreshService ESM tickets via telephone, in-person, or web portal.
• Provide status updates and validate project completion information for clients and management.
• Assist in research and procurement of equipment, software, and supplies.
• Assist in the customization and adaptation of existing systems to meet users' requirements.
• Execute tasks as a collaborative member of project implementation teams.
• Maintaining printing, copying, and other office equipment and systems.
• Assisting staff with currently integrated audio/visual solutions for presentations, live streams, etc.
• Deploying and setting up new PCs/MacBooks for new hires.
• Organizing and maintaining inventory of frequently used hardware (Monitors, iPads, Laptops, etc.) in IT lab, staging, and storage area.
• Installing and maintaining user hardware and software systems.
• Communicating with restaurants on-site, via phone, remote access, or email to diagnose and repair any issues that arise due to failed software, hardware, or web-based components.
• Coordinate with third-party service providers for break/fix support, including network connectivity issues.
• Completing NRO specific IT checklist tasks and coordinating with multiple departments to achieve best in class support.

Key Accountabilities:

• Dependability and adaptability are hallmark characteristics of our ideal candidate.
• Communicative in a team setting while on-site, in-office, or remote; relaying significant issues to IT team in a timely manner.
• Must be able to travel to sites within Texas. Visits may be scheduled or under extenuating circumstances.
• Availability to work night and weekends in a balanced on-call rotation.
• Attention to detail.

Requirements:

• Bachelor's degree and/or at least 5 years of related experience.
• Advanced in Supporting systems ranging from Network to POS to VoIP to Cloud Services.
• Restaurant Industry experience.
• Must be familiar with basic information security practices.

Why work for Freebirds?

• Medical, Dental, Vision, and Life Insurance
• HSA with $1000 Match per year
• PTO + 14 paid holidays
• Paid Parental Leave
• 401K Eligible after 3 months
• FSA & Pet Insurance Options
• Free Access to company Gym
• Ticket, event, and gym partnership discounts
• Free Burritos!!!

ABOUT US:

Working at Freebirds is about more than serving great food. It's an inclusive place, where our Tribe and guests come first. Today, we have over 60 restaurants in Texas and are 1400 employees strong. We have rapid growth ahead and plan to double in size by 2025. Together, we work towards our Vision, which is to be the largest, most loved burrito brand in Texas. We hire for our Values: Teamwork, Relentlessness, Integrity, Best in Class, and Empowerment. And every day we work towards our Mission to deliver Craveable Food and It's Your World Service to every guest as one Tribe.

As part of the interview process, Freebirds requires reference checks from previous supervisors.