Restaurant Help Desk Support III

Essential Functions:

• Resolving escalated Incidents/tickets.


• Support of PC-based hardware, peripherals, and applications.


• Perform quality assurance follow-up with customer/end users.


• Acts as the support lead to ensure all shift responsibilities are completed by junior support and self.


• Exhibit highly self-motivated, punctual, goal-driven, and task-oriented traits and communicate well both verbally and in writing.


• Mentors and leads junior specialists.


• Maintains currency and high level of technical skill in field of expertise.


• Recommends systems modifications to reduce user problems.


• Create, edit, and maintain Active Directory Objects, Group Policies, and NTFS permissions


• Image, build, and post-configure workstations with the standard application rollout, including any supplementary applications.


• Leverage remote administration tools to identify, troubleshoot, and resolve issues.


• Uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers' satisfaction.


• Interact with vendors and contractors for warranty support, issue resolution, and project planning as required.


• Act as Subject Matter Expertise (SME) for key systems and technology as determined by IT Director.


• Provide guidance and recommended course of action to lower Tier helpdesk technicians for issue resolution.


• Assist with department initiatives and other duties as needed.

Required Knowledge, Skills and Experience:

• 4-8 Years demonstrated/practical hands-on experience in IT operations including: incident management, diagnosis, troubleshooting, tracking, escalation, and resolution for hardware and software issues relating to computers, laptops, mobile devices, and related peripherals.


• Experience supporting a geographically dispersed user environment.


• Experience supporting hospitality and restaurant Point of Sale preferred.


• Experience supporting Windows Operating Systems (Windows 7/8/10).


• Experience supporting Ethernet, networking, and cabling.


• Ability to understand business goals, objectives, and priorities to allow for proper support delivery.


• Ability to work independently and within a team environment.


• Ability to organize, prioritize and meet deadlines.


• Capable of conveying complex information in a simplistic manner.


• Strong critical thinking and problem-solving skills.


• Strong self-starter requiring minimal supervision.


• Strong communication skills at all levels of the organization.


• Able to take proactive measures to prevent problems rather than reactive by nature.


• Strong verbal and written communication to effectively express concepts, plans, and proposals.

Islands is proud to be an equal opportunity employer committed to workplace diversity and creating an environment that promotes inclusion and belonging. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Islands is an E-Verify employer. To view Islands applicant privacy policy visit https://www.islandsrestaurants.com/job-applicant-notice