SUMMARY:

The Helpdesk Support Technician will be responsible for providing technical assistance and support to end users at our office location. This role involves troubleshooting hardware and software issues, setting up and maintaining computer systems, and ensuring optimal performance of all desktop environments.

WHO WE ARE:

Gosh Enterprises is a dynamic, rapidly growing company that oversees a family of brands:

• Charleys: A 847+ unit restaurant brand known worldwide for serving the #1 Cheesesteak in the World.
• Bibibop Asian Grill: An award winning, 70+ unit Korean-inspired fast casual restaurant concept
• Charleys Kids: A non-profit, partnering with like-minded organizations around the world to provide food, education, and mentorship to at-risk children.
• Solar Planet: A company that provides solar field advisory and installation services.

QUALIFICATIONS:

• Minimum 1 year of IT support, customer service and call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.
• Associate’s degree in IT preferred
• Ability to demonstrate professional verbal communication skills.
• Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material.
• Ability to use a headset and to sit for extended periods of time.
• A+ and Network+ certifications a plus (not required).
• Strong knowledge of network structure and equipment preferred.
• Restaurant/Retail support experience preferred.
• Valid Driver’s License required.

• Provide outstanding service to and build relationships with GOSH Enterprises colleagues every day.
• Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals and quality goals.
• Maintain up to date knowledge on GOSH Enterprises technology and procedures.
• Compile documentation necessary for effectively fulfilling customer needs.
• Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful.
• Follow up with customers to ensure the issue has been resolved.
• Drive initiatives that improve the service desk.
• Partner with internal support groups in providing the best service to our colleagues.