The Role
Provide help desk support for end-user hardware, software, mobile devices and peripherals; manage tickets, maintain printers and security devices, assist with Microsoft 365, Active Directory, DNS/DHCP, VPN, patching and antivirus; maintain asset inventory, create documentation, work with vendors, and support IT projects under senior guidance.
Summary Generated by Built In
Job Summary & Responsibilities
Job Outline
Reporting to the Technical Support Manager, the successful candidate will work as a Technical Support Specialist within the MTY IT Department. This entails the effective administration, maintenance, and support of MTY end-user hardware, software, and associated peripherals, in a timely and professional manner and in accordance with established service levels. The selected candidate may also be assigned to support other IT teams according to need.
Reporting to the Technical Support Manager, the successful candidate will work as a Technical Support Specialist within the MTY IT Department. This entails the effective administration, maintenance, and support of MTY end-user hardware, software, and associated peripherals, in a timely and professional manner and in accordance with established service levels. The selected candidate may also be assigned to support other IT teams according to need.
Key Responsibilities
* Support the day-to-day technology needs of MTY Group employees as a member of the Help Desk team, including maintenance and support of end-user hardware, software, mobile devices, and associated peripherals.
* Use the ticketing system to ensure that requests, changes, and incidents are handled according to agreed-upon procedures.
* Ensure printers are properly maintained and that supplies are in stock.
* Support facilities and security devices such as badge readers, cameras.
* Ensure hardware and software remains current and up to date with security patches.
* Under the direction of senior members of the team, contribute to the management of critical office systems, servers, and services such as Microsoft 365, Active Directory, DNS, DHCP, VPN, Anti Virus, etc.
* Interact with MTY Group Help Desk teams in other locations to support the continued integration of key systems.
* Follow existing policies and procedures, and help define, document, and implement new ones.
* Ensure inventory kept up to date for assets falling under the Help Desk team's areas of responsibility.
* Work with vendor support teams to resolve issues related to the devices and software managed by the Help Desk team.
* Create and maintain support documentation, how-to guides and any other documentation that will help foster self-service support to the extent possible.
* Managing assigned projects and reporting on project completion
* Proactively manage personal development, to increase performance levels and provide opportunities for career development.
* Other duties as assigned.
* Support the day-to-day technology needs of MTY Group employees as a member of the Help Desk team, including maintenance and support of end-user hardware, software, mobile devices, and associated peripherals.
* Use the ticketing system to ensure that requests, changes, and incidents are handled according to agreed-upon procedures.
* Ensure printers are properly maintained and that supplies are in stock.
* Support facilities and security devices such as badge readers, cameras.
* Ensure hardware and software remains current and up to date with security patches.
* Under the direction of senior members of the team, contribute to the management of critical office systems, servers, and services such as Microsoft 365, Active Directory, DNS, DHCP, VPN, Anti Virus, etc.
* Interact with MTY Group Help Desk teams in other locations to support the continued integration of key systems.
* Follow existing policies and procedures, and help define, document, and implement new ones.
* Ensure inventory kept up to date for assets falling under the Help Desk team's areas of responsibility.
* Work with vendor support teams to resolve issues related to the devices and software managed by the Help Desk team.
* Create and maintain support documentation, how-to guides and any other documentation that will help foster self-service support to the extent possible.
* Managing assigned projects and reporting on project completion
* Proactively manage personal development, to increase performance levels and provide opportunities for career development.
* Other duties as assigned.
Required Technical Skills
* Minimum 5 years working in a technical capacity supporting users and/or projects
* Expert knowledge of Microsoft Windows desktop operating systems
* Extensive experience with laptop, desktop, and mobile device hardware from various vendors
* Knowledge of disk-imaging technologies used for laptop and desktop rollouts and refreshes
* Basic understanding of Active Directory and Microsoft DNS, DHCP and other related services
* Experience with helpdesk ticketing systems (SolarWinds WHD, Service Now, Cherwell, etc.)
* Ability to produce documentation related to implementation, testing and self-help guides
* Experience managing and troubleshooting Microsoft Office
* Experience with patch management tools (Manage Engine, Microsoft WSUS, Shavlik, BigFix, etc.)
* Experience with managing and configuring Microsoft InTune
* Knowledge of asset tracking and tagging hardware
* Experience managing Anti-Virus server and client software
* Knowledge of MacOS and iOS operating systems
* Experience managing and deploying Apple devices
* Minimum 5 years working in a technical capacity supporting users and/or projects
* Expert knowledge of Microsoft Windows desktop operating systems
* Extensive experience with laptop, desktop, and mobile device hardware from various vendors
* Knowledge of disk-imaging technologies used for laptop and desktop rollouts and refreshes
* Basic understanding of Active Directory and Microsoft DNS, DHCP and other related services
* Experience with helpdesk ticketing systems (SolarWinds WHD, Service Now, Cherwell, etc.)
* Ability to produce documentation related to implementation, testing and self-help guides
* Experience managing and troubleshooting Microsoft Office
* Experience with patch management tools (Manage Engine, Microsoft WSUS, Shavlik, BigFix, etc.)
* Experience with managing and configuring Microsoft InTune
* Knowledge of asset tracking and tagging hardware
* Experience managing Anti-Virus server and client software
* Knowledge of MacOS and iOS operating systems
* Experience managing and deploying Apple devices
Nice-to-Have Technical Skills
* Experience with application deployment tools (JAMF Pro, Manage Engine, Marimba, SCCM, etc.)
* Understanding of networking concepts and technologies (Cisco)
* Experience with application deployment tools (JAMF Pro, Manage Engine, Marimba, SCCM, etc.)
* Understanding of networking concepts and technologies (Cisco)
Required 'Soft' Skills
* Professional, friendly, and approachable demeanour
* Demonstrated ability to troubleshoot complex technical problems
* Strong verbal and written communication skills in English
* For roles based in Quebec or New Brunswick, strong verbal, and written communication skills in French
* Ability to work as part of a team, to both provide and ask for assistance when needed
* Keen interest in technology, the IT industry, and related new developments and current events
* Interest in maintaining and improving skill sets, training, and continued personal development
* Professional, friendly, and approachable demeanour
* Demonstrated ability to troubleshoot complex technical problems
* Strong verbal and written communication skills in English
* For roles based in Quebec or New Brunswick, strong verbal, and written communication skills in French
* Ability to work as part of a team, to both provide and ask for assistance when needed
* Keen interest in technology, the IT industry, and related new developments and current events
* Interest in maintaining and improving skill sets, training, and continued personal development
Working Environment and Hours:
* Normally working a standard work week (Monday to Friday, 8:30am to 5:30pm) in the MTY office you are hired to cover, with additional hours as required. Flexibility is essential as out-of-business-hours work, and weekend work is sometimes required on an ad-hoc basis.
* Normally working a standard work week (Monday to Friday, 8:30am to 5:30pm) in the MTY office you are hired to cover, with additional hours as required. Flexibility is essential as out-of-business-hours work, and weekend work is sometimes required on an ad-hoc basis.
Skills Required
- Minimum 5 years working in a technical capacity supporting users and/or projects
- Expert knowledge of Microsoft Windows desktop operating systems
- Experience with laptop, desktop, and mobile device hardware from various vendors
- Knowledge of disk-imaging technologies used for laptop and desktop rollouts and refreshes
- Basic understanding of Active Directory, Microsoft DNS, DHCP and related services
- Experience with helpdesk ticketing systems (SolarWinds WHD, ServiceNow, Cherwell, etc.)
- Ability to produce implementation, testing, and self-help documentation
- Experience managing and troubleshooting Microsoft Office and Microsoft 365 services
- Experience with patch management tools (ManageEngine, Microsoft WSUS, Shavlik, BigFix, etc.)
- Experience managing and configuring Microsoft Intune
- Knowledge of asset tracking and tagging hardware and maintaining inventory
- Experience managing Anti-Virus server and client software
- Knowledge of macOS and iOS operating systems and experience deploying Apple devices
- Professional, friendly, and approachable demeanour with strong verbal and written English communication skills
- Strong verbal and written French communication skills (required for roles based in Quebec or New Brunswick)
- Ability to work as part of a team, troubleshoot complex technical problems, and pursue ongoing professional development
- Experience supporting or contributing to management of servers and services (VPN, DNS, DHCP) under direction
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The Company
What We Do
BBQ Holdings, Inc. is a multi-brand restaurant company and a division of MTY Food Group. It owns, operates, and franchises several restaurant brands in the United States, including Famous Dave's, Village Inn, Granite City, Baker's Square, Barrio Queen, and Sauce Pizza and Wine. The company's mission is to invigorate these brands and supercharge their long-term growth by bringing together complementary brands to make them stronger.
