Job Description

Donatos is just as dedicated to our Associates as we are to our guests. After all, delivering the best food and service starts with attracting (and keeping) the very best team members.
Whether you’re looking for your first job or want to advance your career, you’ll love being part of a work environment that’s not just rewarding and fun, but supportive too. We’re committed to hiring associates who we feel will be a great fit with the Donatos family – and then empowering them to become leaders who bring out the full potential of everyone around them.

Position Summary 

The IT Support Specialist is responsible for providing comprehensive technical support for store and home office operations, troubleshooting end user problems, and following established policies/procedures and escalation processes. IT Support Specialists must have excellent customer service skills to resolve any emerging problems end users may face with accuracy and efficiency, ensuring high customer satisfaction. 

Our Mission: To Promote Goodwill through Product, Service, Principle, and People.

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Our Values: I LOVE FOOD

Integrity

Loving

Fun

Of Service

Open Minded

Disciplined

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Job Duties and Responsibilities  

• Respond to telephone calls, email, web based, and personnel requests for technical support.
• Track and monitor issues to insure a timely resolution.
• Escalate tickets in the current call-tracking database (when problem lies outside of Level 1 responsibility).
• Identify, research, and resolve technical problems.
• Respond to and log in the current call-tracking database and request for services both during office hours and after hours when scheduled.
• Troubleshoot telephone issues, both in-house and at the restaurant level, using appropriate documentation.
• Perform the polling duties so warehouse is 100% loaded, when scheduled.
• Re-send and update any unfinished update jobs sent to any restaurants.
• Recognize and report any unfinished update jobs sent to any restaurants.
• Monitor software.
• Modify network user accounts and group memberships.
• Change user passwords as required.
• Support store POS conversions and rollouts and participate in testing efforts.
• Street Files / Inventory Updates / Menu Management.
• Prepare and maintain system support documentation both procedural and trouble shooting.
• Participate in and conduct technical training programs and desktop applications as needed.
• Maintain up to date technical skills appropriate for focused areas (Level2) development.

Identify and resolve:

• Basic terminal and printer setup issues and problems.
• Basic POS related issues such as associate file maintenance, re-direction of printers, terminal/register assignments, etc.
• Data communication problems.
• Internet connectivity problems.
• E-mail problems.
• Basic office tool usage and problems.
• Security and access setup issues.

Donatos has identified this position is eligible for the following work arrangements:

• Full-Time Onsite : The Associate in the position will work all regularly scheduled days onsite.
• Hybrid : Position requires the physical presence of an Associate to complete some duties or collaboration, balanced with solo work that does not require on-site resources or relationships. The Associate in this position will work 3 regularly scheduled days onsite, 2 days off-site weekly.

Positions that are eligible for hybrid work do not automatically qualify the Associate to perform in a hybrid work arrangement.

Minimum Requirements

IT Support Specialists must have a flexible schedule that includes the ability to work variety of opening or mid shifts, along with working weekends and holidays.

Education

• Associate-level degree in Computer Science, Information Systems, related fields, or\\ equivalent experience.
• Appropriate professional certifications are preferred, but not required.

Previous Experience

• Certified or formal training in key technologies as Level 2 expert.
• Basic knowledge of physical network connectivity (LAN/WAN/VPN).
• Intermediate knowledge Windows OS, Mobile devices (Android & IOS) of Linux and other operating systems. 
• Strong knowledge of Incident management process and tools logging problem/resolution activities.
• Intermediate experience with Active Directory, MySql, SQl tools and ADM. 
• Intermediate knowledge of monitoring tools: SolarWinds, MDM, APM, NPM & UEM. 
• Hands on experience with PC, Mac OS, Server, and desktop hardware & software. 
• Web technologies. 
• Must be customer-centric with excellent problem-solving abilities, oral and written communication skills, as well as organizational and customer service skills. 
• Knowledge of commonly used concepts, practices, and procedures within a Help Desk environment is required (including ticketing systems)

Physical Requirements

• Must be able to lift up to 40 lbs occasionally (servers).

Donatos is an Equal Opportunity/ Affirmative Action Employer:

We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

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