Aloha POS Help Desk Analyst Location: Dallas, TX Corporate Office Job Code: 1312 # of openings: 1 Description Le Duff America is the U.S. affiliate of French-based Groupe Le Duff. Groupe Le Duff started with a single French café-bakery in Brest, France in 1977. It quickly grew into an international corporate and franchised family of restaurants centered around authentic French fare. Today, the combined Le Duff Family of brands is recognized as the largest bakery-café company in the world. LDA currently owns and operates a number of North American café brands including la Madeleine French Bakery & Café, Mimis Café, and Brioche Dorée. TITLE: Aloha Point of Sales - Help Desk Analyst DEPT: Information Technology Dept. located in corporate office - Dallas, Texas REPORTS TO: Manager, Help Desk DATE: March 2018 POSITION PURPOSE The Aloha Help Desk Analysthandles a wide variety of technology support tasks including supporting our Aloha Point Of Sales system, our network, our VoIP telephony and other basic PC desktop functions to approximately 500 restaurant, café/bakery locations and to our corporate office. This is a full-time opportunity for someone who has varied technical skills, Aloha POS experience, a positive attitude, excellent communication skills and works well in a team environment. ACCOUNTABILITIES/DUTIES Act as a central point of contact for questions, technical support, and/or problems regarding the Aloha Point of Sales system to our Cafes and Restaurants located throughout the U.S, and Canada. Track, monitor and solve technical problems and questions in a timely and accurate manner. Escalate complex issues to the appropriate IT resources as needed. Provide overnight and weekend coverage in a rotation schedule with other Help Desk team members. Dispatch technicians for on-site hardware issues. Monitor, poll and process daily and weekly sales and payroll data to be entered into the corporate systems. Remotely install hardware and software for restaurants in response to failures. Participate in assigned technical projects in support of technology maintenance and enhancements. Stage and deploy laptops, iPhones, cell phones, and data cards to our user community. Contribute to and maintain IT Support Knowledge base library. Provide communication and escalation to IT Management on real-time issues impacting our business and customers. Support corporate & restaurant systems and applications including Microsoft Office, Windows XP and Windows 7. Support Corporate and Restaurant VoIP Phone Systems. QUALIFICATIONS Minimum of 2 years work experience working with Aloha POS in a technical customer-oriented environment. High School Diploma/ GED required; Associates degree or Bachelors degree preferred. Past experience with Micros Systems POS Software and hardware (Symphony, RES 3700) and/or Radiant Lighthouse POS systems a plus. Demonstrated customer service skills, including the ability to handle challenging issues in a professional manner. A+ certification a plus. Working knowledge of small office network environments including Windows, TCP/IP, routers, switches, physical connectivity, and telephony. Experience troubleshooting VPN and wireless issues. Excellent verbal communication and organizational skills required. Ability to work well independently and as a team player. Availability for flexible shift hours 7 days a week (including holidays) with rotating shift coverage for overnight on-call assistance. Excellent problem solving skills. Ability to self-start and take assigned problems to resolution independently. Le Duff America offers Medical/Dental/Vision insurance, 401(K) Savings Plan, Flexible Spending Accounts, Tuition Reimbursement, Meal Discounts and many other employee benefits.