Service Desk Specialist

Job Description

Job DescriptionSalary: $17 - 18 per hour + none
Reference: AB_5148022

Job Title: IT Service Desk Specialist

Compensation: $17.00 / hour

Schedule: Fixed schedule upon assignment — either Sunday–Thursday or Tuesday–Saturday, working 3:00 PM – 11:00 PM or 4:00 PM – 12:00 AM.

Job Overview

As a Service Desk Specialist on our Information Technology Team, you will be the primary point of contact for technical support. You will answer, monitor, and prioritize incoming Service Desk calls, troubleshoot system issues, and resolve non-maintenance problems using established procedures and tools while delivering top-tier customer service.

Key Responsibilities

• Call & Ticket Management: Answer Service Desk calls promptly and professionally. Log, update, and close IT Service Desk Incident tickets accurately for every issue reported.

• Troubleshooting & Resolution: Diagnose and resolve most non-maintenance technical issues using a thorough knowledge of company systems, hardware, and software.

• Vendor Dispatch & Follow-Up: Identify hardware failures, submit vendor service tickets with clear troubleshooting details, and follow up with restaurants and vendors to ensure timely resolution.

• Teamwork & Escalation: Collaborate with Senior Specialists, Support staff, and management. Follow proper escalation procedures, keep leadership informed of critical issues, and execute tasks assigned by second-level support.

• Continuous Learning & Relationships: Maintain positive relationships with users and service partners, and stay up to date on the latest Restaurant Systems hardware, software, and concept procedures.

Qualifications & Skills

• Required:

  • High school diploma or equivalent.

  • Hands-on experience with technical troubleshooting.

  • Proficiency in standard word processing and spreadsheet software.

  • strong verbal and written communication skills with a positive, service-oriented attitude.

• Preferred:

  • Previous customer service experience.

  • Restaurant industry or POS system experience is a strong plus.

salary: $17 - $18 per hour
shift: First
work hours: 8 AM - 4 PM
education: High School

Responsibilities

• Manages incoming Service Desk communications and responds to callers in a professional manner.
• Enters, updates, and closes Incidents in IT Service Desk. Opens a new Incident describing the issue for each new call received. Updates and closes open Incidents when the issue is resolved.
• Places hardware service tickets when appropriate. Accurately determines when hardware service is required and places calls to service vendors describing the failure and the steps taken to determine the failure. Follows up with our restaurants and service vendors to ensure prompt service delivery.
• Practices clear, correct verbal and written communication skills with our users and service organizations.
• Resolves most non-maintenance problems with an accurate knowledge of system procedures and tools.
• Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures.
• Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to Service our callers. Practice excellent customer service skills.
• Keeps abreast of the latest hardware and software developments offered by Restaurant Systems.
• Establish a thorough knowledge of the systems and procedures used by all concepts

Skills

• Basic Software Skills
• Telephone Etiquette
• Responsiveness


Qualifications

• Years of experience: 2 years
• Experience level: Entry Level


Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.




Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.



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