TYPICAL SCHEDULE AND WORK LOCATION:

Learning Period

1 – 3 Months

Essential Job Functions

1.         Provides Operations Helpdesk support for employees. Monitors and responds to Help Desk assignments via phone, email and in person. Desktop computing tools.

2          Provides Level 1 phone support.

3.         Troubleshoots preliminary network or system issues and reports issues to Tier 2 or resolves the problem.

4.         Deploys and proactively maintains hardware as needed.

5.         Process hardware and software requests by coordinating user setup, upgrades, and        installations

6.         Relocate equipment in facilities.

7.         Maintain inventories and upkeep of Helpdesk operations areas.

8.         Escalate issues to appropriate resources as needed and work with 3^rd party vendors to

            Open tickets, troubleshoot and support end users.

Detail

•     Off- Hour / Weekend Monitoring (Servers, POS, Backups WAN/Cisco/Telecom)

•     Off- Hour / Weekend Maintenance and Operations Support

•     Access Security (Codes, Alarms)

•     Infrastructure maintenance – Patching, Software

•     Cameras/DVR (Video Requests, fix/replace etc.)

•     Equipment Upkeep (PM) – POS, BO Equipment

•     Help Desk Level 3 - On Site/Remote

Working Conditions

Standard store and office environment. Limited exposure to warehouse and shipping / receiving areas. Occasional exposure to secondhand smoke. May be required to perform work on ladders and in tight quarters. May be required to lift objects over 50lbs. Call-outs/support requests may require on-site support after hours/weekends & Holidays.

Education/License Requirements

High School Diploma required. Associates or Bachelor's Degree, or technical institute degree/certificate, or equivalent work experience preferred. Microsoft and A+ certifications are preferred. Must have a valid driver’s license.

Experience Requirements

Basic PC, server, and networking experience is required. Some mechanical experience preferred.

Required Skills

Must possess good interpersonal and communication skills to effectively communicate with Employees, Customers and Operations staff. Must be reliable and committed to helping achieve corporate goals.

Supervisory Responsibilities

None

Exemption Classification

   Exempt                  Non-Exempt (Hourly)                     Non-Exempt (Salary)

Nature of Problem Solving

Encompasses the Gumby’s and Geno’s Headquarters and Stores issues. Minimize downtime and identify ways to empower and educate users.

Empowerment and Decision-Making Environment

Specific direction required in mission critical issues.

Dimensions

30+ Facilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job/position. Duties, responsibilities and activities may change at any time with or without notice.

Standing

x

Walking

x

Sitting

x

Using hands to finger, handle or feel

x

Reaching with hands and arms

x

Climbing or balancing

x

Stooping, kneeling, crouching, or crawling

x

Talking or hearing

x

Tasting or smelling

x

Driving

x

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This position requires both close and distant vision. This position requires light-to-moderate physical activity performing strenuous daily activities, including climbing ladders and working in close quarters. The position requires carrying/lifting/moving items on a regular basis. Lifting objects up to 50 pounds may occur on a limited basis.

This position has regular exposure to possible air contamination, such as cigarette smoke, dust, fumes, such as exhaust fumes from vehicles in the Drive Thru, disagreeable odors and airborne particles, while in an indoor environment with adequate ventilation. There will be exposure to moderate levels of noise, such as LVL machines in game-room TV, and customers in the store.

This position routinely uses standard office equipment such as computers, calculators, phones, photocopiers/scanners, fax machines, money counters/sorters, point-of-sale register, credit/debit card equipment, electronic time card, security system keypad and filing cabinets. The position requires the ability to use a ladder, dolly, broom, vacuum sweeper, mop and bucket, snow shovel and cleaning materials to perform various housekeeping matters. The position also requires the use of a vehicle on occasion to travel to other Company locations, to attend meetings and training. The position requires a valid driver’s license at all times.

• Customer Focus
• Communication Proficiency
• Initiative
• Ethical Conduct
• Leadership
• Time Management