Position Description

Level II Service Desk provides technical support for complex system and IT application issues and service deliverables. Fulfills requests, assists in incident and problem response, contributes to knowledge base, as well as Assists with training Service Desk Level I. In addition, this level is aware of changes that may impact our environment.

Responsibilities

• Assist Level I Service Desk with escalated IT incidents (issues impacting IT services) and problems (one or more related incidents), all while providing excellent customer service.

• Use systems analysis and testing techniques and procedures, including in-depth consulting with end users, to determine hardware, software, or system functionality to resolve incidents and problems.

• Use knowledge articles and train Level I Service Desk employees with the goal of first level resolution.

• Escalate to other IT teams after thorough systems analysis, troubleshooting, information gathering, and effective use of the knowledge base.

• Create, review, and approve knowledge articles created by Level I Service Desk.

• Stay up to date on all hardware and software components and specifications across brands and share with Level I Service Desk.

• Submit change requests for incident and problem resolutions.

• Coordinate project-related tasks and manage through to completion.

• Participate in on-call rotation with other team members.

Desired Skills and Experience

• Bachelor's degree is a plus, as well as 3+ years of experience in IT or related field.

• Internal applicants must have at least 1 year of Level 1 Service Desk experience supporting Flynn Restaurant Group.

• Successful completion of AAG, Bell, Hut, Pan, RBA, and Wend training and certification.

• Excellent customer service, verbal and written communication skills required.

• ITIL and/or HDI experience and certifications a plus.

• Ability to type 40 words per minute.

• Ability to lift, carry, and place various equipment up to 50 pounds.

Why Work for Flynn?

Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:

• Medical/Dental/Vision

• Retirement and Savings Plan

• Short- and Long-Term Disability

• Basic Life Insurance

• Voluntary Life Insurance

• Tuition Reimbursement

• Paid Time Off

• Flexible/Hybrid Work Schedules

• Company Outings

• Dining Discounts

• PC/Laptop Purchase Assistance

• On-Site Fitness Center

• On-Site Daycare

• On-Site Café

• FUN Work Environment!

The Flynn Group is an Equal Opportunity Employer