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Company name : A&W Restaurants Inc
Location : Lexington, KY 40511
Position : IT Support Specialist
Contributes to A&W Restaurants, Inc. success through the administration of the Point-of-Sale system, and provides support to our franchise partners. This position will provide generalized support and service to all Franchisees while being a liaison between Operations and IT. This position is highly customer-focused and must uphold A&W Restaurants, Inc. core values. This position reports to the Director of IT.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provides technical computer support including diagnosing and solving equipment and software issues.
Preparation, configuration and installation of POS equipment.
Front line phone and remote support for our Franchise Partners, in particular to as it relates to the centralized POS.
Is a liaison between Operations and IT for adding new features, evaluating future initiatives and consults with other organizational departments.
Acts as a brand ambassador at all times.
Leads efforts for implementation of new systems and creates training.
Assists in general administrative functions of the IT department including but not limited to: updating hardware, software updates, tracking of equipment, installation of new software.
Excellent organization, analytical, and planning skills.
Effectively communicate, orally and in writing.
Excellent interpersonal, negotiation and conflict resolution skills. Collaborative mindset.
Effectively handle and manage confidential and sensitive information.
Strong technical ability as it pertains to PC installations and software.
Customer service mindset, able to effectively advise and guide end users through a solution.
Knowledge of Windows Operating Systems (Windows 10/11, Server 2012/2019), LAN/WAN Systems (including VPN’s).
Ability to adapt to the needs of the organization.
Creative mindset, able to provide solutions.
The IT Support Specialist Position has no direct supervisory responsibilities. Requirements:
This is a largely sedentary role; however, this role would require the ability to lift hardware, open filing cabinets, crouch, bend, and reach. May stand on a step ladder as necessary. Additionally, all corporate employees will be asked to work in the company-owned restaurants at least four times a year for shifts lasting 4-9 hours. Standing, cleaning and fast-paced mobility is expected during work in the restaurants.
Position Type and Expected Hours of Work
This is a full-time position.
When working at the headquarters: Schedules will fall between 7am and 7pm Monday-Friday, with some weekend and evening events required. The position would be expected to report to our Lexington, KY, headquarters. Schedules are subject to supervisor and/or Company approval.
This position may require limited travel to A&W restaurants and professional development opportunities.
Required Education and Experience
Associate or Technical degree in the field of IT or 3 years of help desk experience
Customer service/help desk experience
Preferred Education and Experience
Bachelor’s degree in IT or related field
Experience in the QSR (Quick Service Restaurant) industry
3 years of IT experience
Equal Opportunity Employment
It is the policy of A&W Restaurants, Inc. to offer equal employment opportunity in all aspects of the employer/Team Member relationship without regard to race, color, religion, sex, pregnancy, national origin, ancestry, age, disability, veteran status, marital status, sexual orientation, gender, gender identity, genetic information, tobacco smoking status, or any other status protected by law. A&W Restaurants, Inc. acts in compliance with the requirements and intent of applicable federal, state and local laws and regulations to protect the right to equal opportunity employment.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, projects, duties or responsibilities that are required of the employee for this job. Duties, projects, responsibilities, and activities may change at any time with or without notice.
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