IT Support AnalystThe IT Support Analyst position is responsible for ensuring restaurant team member satisfaction by providing technical support via telephone, email and personal interaction for hardware, software, and connectivity related incidents or requests. They will provide real time ticket entry and effective communications for Red Robin Restaurant Managers and Field Operations Management.  The IT Support Analyst will provide support for Red Robin’s IT systems, including hardware, software and POS related incidents. They will escalate and communicate unresolved incidents and problems to the appropriate IT group for investigation and resolution. The IT Service Desk is staffed seven days a week, 6a - 11p MT therefore schedule flexibility is a must.

Essential Functions:

Provide excellent customer service by troubleshooting, effective communication and first time resolution while using Red Robin’s ticketing systemIdentify recurring issues by reviewing ticket history in an effort to provide long term resolution of issues.Maintain and develop Knowledge Management information to continually increase the number of incidents or service requests that can be handled at Level 1Collaborates with other IT teams to identify ways to increase support response time and end user satisfaction.Ensures compliance with all IT controls and interpretations of the IT Information Security Director including, but not limited to SOX, PCI and HIPAACoordinate onsite technician visits at the restaurants that require onsite technical expertise to resolve issues

Qualifications:

Degree in Computer Science or related field preferredExperience in IT Support role preferredExperience supporting business facing applications preferredBackground in food & beverage industry preferredTechnical knowledge of laptops, tablets, and mobile devices required.Technical knowledge of Aloha POS hardware and software, Windows operating systems, VMWare, iOS, Cisco routers/switches preferredExcellent customer service skills requiredExcellent written and verbal communication requiredAnalytical thinking and problem solving skills requiredPlanning, coordination and follow-up skills, as well as the ability to work collaboratively in a team environment required 

Benefits:

Eligible for an annual bonusPaid time off and holidaysHealth, vision, dental, life insurance plans, and discounts401(k) savings plan plus a company match with immediate vestingEligible to participate in the employee stock purchase plan after 1 year of continuous employmentDiscounts on Red Robin food

Compensation Range: $23.90 - $32.83

Red Robin is an Equal Opportunity & E-Verify Employer