Job Description

NOTE: This position will be based out of our corporate headquarters in Franklin, TN and is required to be on-site. After training, this position will have a rotating 4 day workweek with 3 days off.

***Please be sure your location, including city and state, is included on your resume***

Who we are: Fourteen Foods is the largest Dairy Queen franchisee, with nearly 250 restaurants in 13 states, and we’re growing! We are faith-based with a Mission of “Shepherding world-class restaurants that celebrate our commitment to faith, people and community.” Our headquarters is in Franklin, TN and we also have offices in Bloomington, MN and Louisville, KY. Please visit  to learn more about us. 

Position Summary:  The IT Helpdesk Analyst provides support to the business. The Helpdesk Analyst role is to provide on-demand IT technical assistance for multiple systems and hardware while being customer-oriented to ensure customer success. The helpdesk team support the business; from employees who encounter issues at the store levels to our Support Office team members resolving issues or escalating as necessary. This position is required to be on-call as part of a rotation and requires occasional weekend shifts.

Communication and teamwork will be at the center of the role. The IT Helpdesk team deals with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and be able to respond and serve people’s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the teams problems.

The IT Helpdesk Analyst is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer.

Essential Functions:

IT Helpdesk Representative:

• Provides Level 1 basic IT assistance in resolving IT issues and documents the issue in the service desk ticket.
• Effectively identifies service desk issues and resolves or escalates problems appropriately.
• Ensures high level of end user satisfaction via superior customer service and verification of issue resolution.
• Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
• Proactively works with IT Service Management Processes and activities to provide timely and quality service.
• Supports the Service desk tool, processes, and vendor relationships as appropriate.
• Prioritizes work efforts and communicates with business units and end-users.
• Understands and can troubleshoot hardware and software issues real time to resolve issues related to end user IT equipment and resources.
• Evaluate what are critical issues needed to keep store running.
• Provide timelines for resolution, communicating to all parties involved throughout lifecycle.
• Configures new hardware for stores or office users and ships the equipment as necessary.
• Provides shipping and tracking assistance for all IT equipment.
• Utilizes basic hand tools to fix hardware or equipment.
• Helps the team keep workstation and office area clean and organized.
• Assists with various projects, including with outside departmental members.
• Participates in the on-call, afterhours schedule to aid stores and office users outside normal business hours.
• Participates in inventory tracking, counting, and organization.
• Remotely assists IT Field Services Technicians completing on-site troubleshooting.
• Evaluate what are critical issues needed to keep store running.
• Provide timelines for resolution, communicating to all parties involved throughout lifecycle.

Communications:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email utilizing a ticketing system.
• Use empathy, understanding and technical knowledge as primary tools for customer support.
• Works closely with various staff & third-party vendors in support of day-to-day business processes.
• Effectively communicates & troubleshoots issues with systems, equipment, hardware, software, and escalates as appropriate.
• Maintains a professional, proactive, and positive attitude and approach while providing services to end users.
• Walk the customer through the problem-solving process.
• Record events, problems and their resolution in the ticket system directing unresolved issues to the next level of support personnel.
• Follow-up and update customer status information.
• Effectively collaborates and communicates as a liaison between various business departments.

Security:

• Secures the computer rooms and business assets.
• Maintains compliance with the IT Security Policy.
• Safeguards employee and customer information while maintaining total confidentiality.
• Maintains and administers portable device management applications such as IBM MaaS360.
• Reports any security issues to the IT Director as appropriate.

Qualifications:

• Proven experience as a help desk technician.
• Tech savvy with working knowledge of office automation production, databases, and remote control.
• Good understanding of computer systems, mobile devices (Windows, Android, iOS), and other tech products.
• Ability to diagnose and resolve basic technical issues.
• AA/AS in IT or Computer Science or relevant field experience.
• CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
• Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.

Competencies:

• Customer Service
• Communication Skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work well under pressure
• Adaptability
• Teamwork skills 

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