Help Desk Anaylst

TRC is seeking a Help Desk Analyst I to join a fast-paced, customer-focused IT support team. This role is responsible for delivering exceptional technical support to restaurant locations and internal users by resolving technical issues and operational questions in a timely and professional manner.

Key Responsibilities:
• Provide outstanding customer support through phone, text, and online interactions
• Troubleshoot hardware, software, and system-related issues
• Utilize ServiceNow ticketing system to document, track, and resolve support requests
• Manage daily ticket queues to ensure timely updates and issue resolution
• Use remote access tools, automation scripts, and monitoring platforms to support users
• Follow established Standard Operating Procedures (SOPs)
• Advocate for end users and drive issues through full resolution
• Support departmental goals related to quality, customer satisfaction, and performance metrics
• Contribute to knowledge base articles using KCS methodology
• Collaborate effectively across teams and projects
• Maintain excellent attendance and schedule adherence

Preferred Qualifications:
• 1–3+ years of Help Desk, Technical Support, or Call Center experience
• Strong customer service and communication skills
• Working knowledge of Microsoft Office Suite
• Ability to work independently and prioritize tasks effectively
• Strong troubleshooting and problem-solving abilities
• Associate’s or Bachelor’s Degree in Information Technology, Computer Information Systems, Business, Marketing, or related field preferred