WHO WE ARE:

Fourteen Foods is the largest Dairy Queen franchisee, with nearly 250 restaurants in 13 states, and we’re growing! We are faith-based with a Mission of “Shepherding world-class restaurants that celebrate our commitment to faith, people and community.” Our headquarters is in Franklin, TN and we also have offices in Bloomington, MN and Louisville, KY. Please visit www.fourteenfoods.net to learn more about us.
Position Summary: The IT Helpdesk Analyst I provide support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technical assistance for multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees who encounter issues at the store level and provide support to escalate or resolve those issues quickly.
Communication and teamwork will be at the center of the role. The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and be able to respond and serve people’s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team’s problems.
The IT Helpdesk Analyst assists in troubleshooting to quickly resolving technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Qualifications:

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation production, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• AA/AS in IT or Computer Science or relevant field experience.
• CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
• Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.

Fourteen Foods is the largest DQ franchisee in the world. We offer excellent growth and advancement opportunities as well as pay and benefits you’d expect of an iconic national brand. Come join us, we’re the place where memories are made!
Fourteen Foods provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We encourage applicants of all ages and experience, as we do not discriminate on the basis of an applicant’s age. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Please be advised that operation positions may involve exposure to various work hazards, including but not limited to extreme temperatures (both high heat and cold environments depending on seasonal and job assignment) and allergens (such as peanuts, dairy, soy, and other food-related allergens). Candidates should consider these factors when applying and be prepared to take necessary precautions to ensure their safety and comfort. We are committed to providing a safe work environment and will supply appropriate protective gear and training to manage these conditions. Reasonable accommodations will be provided for qualified individuals with disabilities to perform the essential functions of the job.
E-Verify Notice - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire

Please refer the Job description for details