Level II Service Desk Technician

Information Technology
in Orlando
, FL
Reference: 19-04182


  • Strategy & Planning
    • Evaluate documented resolutions and analyze trends for ways to prevent future problems
    • Alert management to emerging trends and incidents
    • Assist in preparing and maintaining up-to-date troubleshooting/knowledge base documentation for Level I Service Desk
    • Assist Service Manager with staff scheduling as needed
  • Acquisition & Deployment
    • Assist in the testing and evaluation of new hardware and/or software for use in the restaurants and/or for the purpose of supporting the restaurants
    • Assist in the development and distribution of software/applications updates and information to Level I Service Desk to assist with problem resolutions and procedural support to restaurants
    • Assist in software releases and roll-outs according to Projects and Change Management best practices
  • Operational Management
    • Provide advanced technical support, training, and guidance to Level I Service Desk Technicians
    • Advise Level I Service Desk of any process or procedural changes in a timely manner
    • Assist Level I Service Desk with restaurant polling support/recovery
    • Assist in planning and integration of new software/hardware and corresponding instructional materials to Level I Service Desk and restaurant personnel as needed
    • Assist in providing Level I support when request volumes are high
    • Act as an escalation point for advanced or difficult support requests
    • Build rapport with Restaurant personnel and Service Desk customers
    • Escalate problems (when required) to the Service Desk Manager
    • Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution via ticketing system
    • Apply diagnostic utilities to aid in troubleshooting
    • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications on POS and BOH systems
    • Install anti-virus software and ensure virus definitions are up-to-date as needed/required
    • Perform preventative maintenance, as scheduled or recommended
    • Test fixes to ensure problem has been adequately resolved and documented
    • Perform post-resolution follow ups with Level I Service Desk Technicians as required
    • Develop help sheets and FAQ lists for customers as needed
    • Reinforce SLAs to manage customer expectations and maintain positive customer satisfaction
    • Evaluates and presents to management recommendations of software and procedures to improve functionality, efficiency and performance in the restaurants
    • Coordinates with Applications Team, Infrastructure Team, and vendors as needed to resolve hardware and software technical problems