IT Support Technician

You may know us as a company with great food…You may also know us from ‘Fortune’s 100 Best Companies to Work For’ list… every year since 2014! What you may not know is we are a company driven by industry leading technology. Based out of East Coast Bakery in Rocky Mount, NC the IT Help Desk Technician provides 1st and 2nd tier technical support for our restaurant and bakery locations. Reporting to the Sr. Infrastructure Service Delivery Manager, you will work with a Help Desk team in California to ensure business-supporting systems are optimized.

You’ll thrive in this position if you’re a(n):

• Effective communicator: whether it’s verbal or written, you present information in a clear, professional manner.
• Principled: when handling confidential information you understand that ethics, values and integrity are always the number one priority, even at the dinner table.
• Service oriented: you’re a people person, systematic and trustworthy, who effortlessly provides exceptional support.
• An expert in your field: you seek to maintain a comprehensive and strategic knowledge base of the current technology landscape, particularly trends, developments and advancements.
• Team player: while you’re a capable self-manager, you thrive when you’re a part of a team; you enjoy collaborating and brainstorming with others.
• Skilled problem solver: you take action to find solutions by thinking outside-the-box and extend the application of your resources.

80% technical:

• Solve technical issues using existing knowledge of key technologies and methodical troubleshooting and facilitate repair through existing partners.
• Perform 'hands-on' fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform 'hands-off' fixes (via telephone and with/without remote management tools), including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, laptops, printers and peripherals.
• Coordinate warranty repair with approved vendors/partners.
• Setup new user domain accounts, e-mail accounts/mailboxes and group membership; image and configure new user workstations and laptops.
• Enter troubleshooting steps and instructions into the solutions database for future use.

20% documentation:

• Record, track, and document the problem-solving process for each request. Include all successful and unsuccessful decisions made.

• Some college and/or equivalent technical school and trainings
• 2+ years of experience on an IT Service/Help desk
• 2+ years of experience with Windows 7 & 10
• 2+ years of MS Office Tools experience and troubleshooting skills (e.g. Excel)
• 2+ years of experience with Active Directory and group policy
• Experience with basic networking principle
• Knowledge of basic computer hardware, including desktop PCs, laptops, networking equipment, wireless access points, printers and Point of Sale terminals.

What we prefer:

• Experience with CRM tool (e.g. Ivante Service Manager, Heat)
• A+, Network +, HDI, MCSE training and designations
• Experience with Point of Sale and Restaurant Applications (e.g. PosiTouch, QSR)
• Experience with a systems lifecycle management tool (e.g. LANDesk)
• Knowledge of basic scripting including PowerShell, VB Script and DOS batch files

• Vacation and sick time
• Medical, Dental & Vision
• 401K with company match
• Tuition reimbursement
• 25%-35% discount when dining as a guest
• Annual stipend for dining in our restaurants

Named to FORTUNE Magazine’s “100 Best Companies to Work For®” list every year since 2014, The Cheesecake Factory Incorporated is a leader in experiential dining. We are culinary-forward and relentlessly focused on hospitality. Delicious, memorable experiences created by passionate people—this defines who we are and where we are going.

We currently own and operate over 370 restaurants throughout the United States and Canada under brands including The Cheesecake Factory®, North Italia®, Flower Child® and a collection of other FRC brands. Internationally, 35 The Cheesecake Factory® restaurants operate under licensing agreements. Our bakery division operates two facilities that produce quality cheesecakes and other baked products for our restaurants, international licensees and third-party bakery customers.

We are committed to creating an inclusive and welcoming workplace for all. We welcome applicants from a wide variety of identities, ideas, perspectives, backgrounds and experiences to apply. The Cheesecake Factory offers reasonable accommodations to job applicants with disabilities.

#SoCheesecake #LifeAtCheesecake

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$28.00 - $32.00 / Hour