The Zaxbys Franchising LLC Information Technology Restaurant Systems team contributes to the success of the brand by designing, implementing, and supporting restaurant technologies at all of our restaurants. The Systems Analyst I position is core to the Restaurant Systems Help Desk and functions as the first point of contact for Zaxbys restaurants seeking IT assistance.

The System Analyst I provides phone and remote computer assistance to restaurant managers, franchisees, vendors, and ZFL staff to resolve complex IT issues on a daily basis. The individual in this position is expected to execute resolutions through problem diagnosis and guides restaurant managers through solutions. Excellent customer service skills are necessary to excel in this position. Opportunities to learn application development, script writing, and database querying will present themselves as part of day-to-day operations. If necessary, difficult and/or serious problems will be escalated to the RS Helpdesk Manager.

SUPERVISION RECEIVED

Receives direction from and reports directly to the Restaurant Systems Help Desk Manager

ESSENTIAL JOB FUNCTIONS

Essential duties may include but are not limited to the following:

• Support and maintain existing systems within the Zaxbys restaurants that include focusing on MS Windows, PAR/Micros POS Systems, Drive-thru Timers, Web-based Reporting Systems, and Web-based Food Cost & Inventory Control Solutions
• Resolve technical problems via telephone and remote control software; all calls are input into a closed tracking system prompt response times are expected
• Monitor vendor orders and reports for Service Level compliance
• Coordinate with vendors to ensure timely repair or replacement of hardware components covered by third-party maintenance agreements
• Assist vendors with system implementations, replacement of hardware, and configuration
• Effectively communicate with vendors, restaurant staff and franchisees
• Work with Operations teams on how to use new or enhanced technical systems or updated applications
• Collaborate with co-workers to find solutions to issues and improve on inefficiencies

TRAVEL REQUIREMENT

Less than 25% required

QUALIFICATIONS

• Experience and technical knowledge of restaurant systems, Micros/PAR POS preferred
• Strong desktop support skills and experience with remote control utilities
• Strong and extensive capabilities to perform troubleshooting for computer applications
• Ability to communicate effectively to coworkers and supervisors
• Eagerness to learn new skills and technologies
• Expected to handle stressful situations with tact, respect, and patience
• Must be able to consult with restaurant staff via phone
• Knowledge in Zaxbys restaurant network infrastructure is desired

EDUCATION AND EXPERIENCE GUIDELINES

Education: Bachelors degree, technical certification, or equivalent experience in related field

Experience: 1-3 years of work experience related to desktop support and/or restaurant systems; experience with Micros/PAR POS system desired; basic MS Windows experience

AVAILABILITY REQUIREMENT

This position is part time (25-30 hours per week).

The ZFL Restaurant Systems Help Desk operates 7 days a week, 8am - 9pm Eastern. Weekend and Evening shifts will be scheduled on rotation, so a flexible schedule is required.

REMOTE WORK ELIGIBILTY

Up to 50% remote work

NON-ESSENTIAL JOB FUNCTIONS

• Maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include the following:
• Walking, standing, or sitting for extended periods of time
• Maintain effective audio-visual discrimination and perception needed for:
• Making observations
• Communicating with others
• Reading and writing
• Differentiating colors in cabling

WORKING CONDITIONS

Office environment; work with computer and office equipment