Job Title: IT SpecialistReports To: Director, Information Technology
Position Purpose: The IT Support Specialist role is an Austin, TX based IT function with the responsibility of satisfying IT requests from the P. Terry’s Home Office, P. Terry’s Burger Stands and its sole Taco Ranch location. The requests may include on-site or remote support of approved P. Terry’s technologies. The IT Support Specialist role will be the primary contact for all IT related issues, upgrades and maintenance during Burger Stand Operational hours. Due to the nature of this role, travel will be expected. This position will be on a rotating on-call schedule of a one-week-on – one-week-off nature. While on call, you are expected to handle and resolve all priority 1 issues, while troubleshooting and properly assigning priority 2 & 3 issues.
Duties and Responsibilities:
Troubleshoot computer hardware, software, and network issues – Diagnose and resolve end-user technology-based issues. Some expected areas of troubleshooting consist of (but are not limited to): PC hardware, business software, network hardware & software, POS hardware & software, camera-based issues. etc.
Managing P. Terry’s Burger Stand’s Home Office and Burger Stands networks, servers, and endpoints– Provide on-site and remote IT assistance to P. Terry’s Burger Stand’s Home Office and Burger Stand’s approved software and hardware. Direction will be provided by the Director of Information Technology.
Answer IT tickets, emails, and telephone requests for service – Repairing P. Terry’s Burger Stand’s Home Office and Burger Stand environments, taking images of issues, document support processes within internal IT ticket system, containing threats, and restoring services both on-site and remotely.
Creating departmental documentation on support processes – Assists IT Department in creating materials for end-user frequently asked questions and technical FAQ sheets. Creating Knowledge Base articles for the internal IT Team to utilize when troubleshooting issues. Documenting configuration and IT asset information for the entire business.
Planning and executing projects for P. Terry’s Burger Stand’s Home Office and Burger Stands – Including upgrades, deployments, migrations, and installations.
Additional Requirements
The intellectual and physical demands described below are representative of what must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to identify, troubleshoot and resolve a wide range of technical computer-related problems
Ability to be self-directed and work effectively in a remote environment
Exhibits dedication and thoroughness while still meeting deadlines
Upholds and promotes P. Terry’s Operating Principles
Has excellent communication, customer service, and interpersonal skills: verbal and written
Has excellent problem-solving skills
Up to 50% travel may be required
Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing, or walking.
Qualifications
Education and Experience
At least two years of IT related courses at a college institute or proof of completion of two of the following IT Certifications: CompTIA 1001 &1002, Network+, Server+, Security+, MCSA Windows Server 2019, Associate Azure Administrator
At least two year of IT experience handling IT Support, IT Project Implementation, and/or Network/System Administration
Knowledge and Skills
Self-motivated, personable, outgoing, organized, hospitality focused, YES mentality
High integrity (always do the right thing)
Strong negotiation skills
Exceptional planning and time management skills
Responds promptly and professionally to email and phone calls.
Excellent written and verbal communication are necessary, including the ability to interface with others, regardless of title or position, in a positive, approachable, and professional manner.
Accurate data entry skills and comfortable with various computer applications.
Excellent interpersonal, organizational, and critical thinking/problem solving skills. This position must be able to understand overall business strategy and bring solutions that advance the greater interests of the business, while simultaneously supporting departmental needs.
· Demonstrated ability to lead and develop staff members. Knowledge of various employment laws, best management practices, and interviewing skills. Ability to inspire confidence and develop trust. Hands on leader who builds a positive, respectful and nurturing culture
Proven ability to make judgment calls, especially as they relate to understanding P. Terry’s cultures, mission, and operating principles.
Proven ability to make judgment calls and sound, ethical decisions displaying a heightened level of responsibility, confidentiality, integrity, and professionalism.
Ability to execute both strategic and tactical priorities.
Strong conflict resolution skills and persuasion, leveraging business acumen, expertise, and data to influence business decisions.
Proficient in operating a PC (desktop and/or laptop), which may include the following peripherals: webcam, mouse, keyboard, printer, scanner, monitor(s), and external drive.
Proficient in Microsoft Office Suite (e.g., Outlook, Word, Excel, PowerPoint) and Publisher.
Proficient in an IT Ticketing System (i.e. ConnectWise Manage, Spiceworks, etc.), Remote Management Software (i.e. Connectwise Control, LogMeIn, etc.), and Network Management Software (Cisco, Fortinet, or Ubiquiti Suites).
Ability to learn other functional software, which may include Point-of-sale, Physical Security Systems (Camera, Alarm, Access Control), Cater ease, Paycom[MG1] , HRIS, Inventory Systems, CareerPlug, Adobe Fill and Sign, etc.
Work Environment and Physical Demands
This position works in an office setting[MG2] . The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must have the ability to give and receive detailed information through oral communication (frequently required to talk and hear) and have close visual acuity to perform activities such as proofreading, reviewing catering agreements, invoices, and product standards. Color vision and acute tactile [MG3] discrimination skills are required. This position is frequently required to sit and/ or stand for an extended period of time (7+ hours), look at a computer screen for an extended period of time, be on the phone for extended periods of time, use hands and fingers to handle, feel, or operate a computer, tools or controls, and reach with hands and arms. This position is regularly required to lift 10-15 pounds and carry that weight more than 50 feet.
Position Type and Expected Hours
This is a full-time (exempt or non-exempt) position. Office Hours are Monday through Friday 9:00 am to 5:00 pm. This position might require traveling and/or working additional hours outside normal hours as needed to accomplish objectives and advance project work.
The employee must have the physical and mental ability to drive a vehicle for long enough to reach any area with reasonably short breaks