Benefits:
401(k)
Bonus based on performance
Health insurance
Paid time off
Vision insurance
If you are looking for excellent benefits, unique perks, and an employee-focused culture based on opportunity, coaching and development, and opportunities to grow with the business...P. Terry's Burger Stand is the employer of choice.
P. Terry’s is accelerating its growth around Texas! Supporting the company’s growth through continuing to build a best-in-class Home Office and Culture team will be critical to its success. We offer excellent perks and benefits, free burgers and are known for our incredible workplace culture.
Job Overview
The IT Support Tech II role is an Austin, TX based IT function with the responsibility of satisfying IT requests from the P. Terry’s Home Office and P. Terry’s Burger Stands. The requests may include on-site or remote support of approved P. Terry’s technologies. The IT Support Tech I 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.
Responsibilities and Duties
Documentation – The IT Support Tech will be the front line of IT Support/Help Desk at P. Terry’s and their main responsibilities will be to ensure ALL service request are documented through the troubleshooting lifecycle within our Information Technology Service Management System. This responsibility is a key part of the IT Support Role.
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.'
Upholds and promotes P. Terry’s Operating Principles
Education and Experience
At least 2 years of IT related courses at a college institute or proof of completion of two of the following IT Certifications: CompTIA A+, Network+, Server+, Security+, ITIL 4 Foundations, ITIL 4 Create Deliver and Support, Associate Azure Administrator
At least two years of IT experience handling IT Support, IT Project Implementation, and/or Network/System Administration
At least two years of experience working with a Help Desk or ITSM system for ticket documentation .
Knowledge and Skills
Proficient in or ability to learn functional software, such as Point-of-sale Systems, Physical Security Systems (Camera, Alarm, Access Control), Cater ease, HRIS(s) , Back of House Restaurant Management Software (i.e. CTUIT), CareerPlug, Adobe Fill and Sign, etc.
Proficient in Microsoft Office Suite (e.g., Azure, Outlook, Word, Excel, PowerPoint, etc.)
Proficient in an Information Technology Service Management 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).
Self-motivated, personable, outgoing, organized, hospitality focused, YES mentality
High integrity (always do the right thing)·
Exceptional planning and time management skills
Responds promptly and professionally to email and phone calls.
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
Has excellent communication, customer service, and interpersonal skills: verbal and written
Has excellent problem-solving skills
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.
Other Requirements
Up to 70% travel may be required, driver’s license is required for this position.
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.