Analyst Quick Service Help Desk (Virtual Office) at DUMAC BUSINESS SYSTEMS INC. in East Syracuse, New York

Job Description:

Position:Quick Service Help Desk Analyst
Job Description:Diagnose and resolve POS hardware and software problems via telephone and remote connection. Provide troubleshooting POS system hardware and network connectivity.
Reports to:QSR Help Desk Manager
General Duties:
Respond and resolve support calls from customers across the US in a timely manner.Connect with customer sites using dial up or high speed connectivity tools and resolve issues remotely.Follow up on open tickets and ongoing issues in the call queue.Provide status of current open or recently closed calls.Duplicate store issues on internal support systems for testing purposes.Meet assigned targets for daily/weekly call resolutions.Accept escalations and provide guidance to other Help Desk agents when assistance is required.Escalate calls to appropriate team members or management if time based targets are not met or if call is beyond scope of understanding.Maintain open and positive communication with clients, extended team members and management.Maintain up-to-date skills required for all POS hardware and software supported.Participate with After Hours cell phone rotation for support or backup.Work OT if call queue is not clear or required to complete current open calls.Update internal knowledge base software and documentationAssist in the design of new support tools and proceduresOther duties as assigned
Special Skills

Ability to deal with customers of all temperaments; possess the ability to maintain appropriate communication with customers over the phone or via email.Sharp listening, creative questioning and good note-taking skills to gain a clear understanding of the software application and needs, in order to provide an effective solution.Excellent oral and written skillsAbility to work quickly and efficiently to resolve issues.Ability to learn quickly and retain knowledge.Good creative problem solving skills, an independent thinker, and a dedication to customer satisfaction.Positive 'can-do' attitude, energy and enthusiasm with professional business-like appearance.

Physical Requirements
Desk work with some lab testing requires ability to sit or stand throughout normal work day
Availability to Work

Must be able to work until calls are completed.Weekend and night availability for scheduled shift, backup coverage, weekend or holidays.Must be willing to be on-call via pager rotation (1 week at a time)Must be willing to assist other employees 7x24, as needed

Training Needed
Quick service restaurant management experience a plus.Some help desk experience preferredPractical experience with PCs is desired.
Knowledge Needed
Working understanding of computer software and networking.Working knowledge of Windows 2000/XP and general PC experience is a plus.