Help Desk Analyst

Toast

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

As a Helpdesk Analyst, you will provide 1st and 2nd level support to all staff members. You will focus on supporting a primarily Mac OS focused environment, as well as a small fleet of Windows computers. You will also work on revising and improving systems, processes, and documents in a fast-paced environment with a continuously evolving toolset. The successful candidate must provide world-class customer service in a timely manner by proactively taking ownership of requests, utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management.

About this roll* (Responsibilities) 

  • Respond to and troubleshoot user-submitted tickets in a timely manner
  • Configure computers, create accounts, and facilitate IT training to new Toast employees
  • Create, document, and modify technical solutions, processes, and procedures
  • Field and log multi-channel technical requests & issues
  • Troubleshoot various SaaS Systems
  • Work on an after-hours support rotation (additional compensation provided)
  • Install and configure new hardware, software, and peripherals

Do you have the right ingredients*? (Requirements)

  • 1-2 years of customer service experience
  • Curiosity and enthusiasm for new technology
  • Personable, Friendly, and Outgoing - a people person that loves helping customers
  • Proven ability to multitask and change priorities as needed
  • Excellent communications skills; both written and verbal
  • Adaptable - With Toast’s hyper-growth you must be adaptable to the changing landscape 

Bonus ingredients*:

  • 1-3 years of Technical Support Experience  in a fast-paced environment
  • Experience in supporting Mac OS and Windows
  • Experience with Google Admin & Google Suite
  • Experience with a ServiceNow or other ITIL focused ticketing systems
  • Previous experience with any of the following SaaS: Office 365, Okta, Slack, Zoom Jamf, or KACE
  • Basic networking experience (Meraki, TCP/IP, LAN, WAN, etc.)
  • Technical writing experience

*Bread puns encouraged but not required

Job ID: 7445

Posted 25 days ago

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