Corporate Service Desk Technician in University Park, FL at First Watch

Date Posted: 2/13/2021

Job Snapshot

  • Employee Type:
  • Location:
    8027 Cooper Creek Boulevard
    University Park, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Restaurant
    •First Watch Corporate Office

Job Description

I.\t The Company
First Watch specializes in award-winning, made-to-order Breakfast, Brunch and Lunch. A recipient of more than 200 “Best Breakfast” and “Best Brunch” accolades, First Watch offers traditional favorites, such as omelets, pancakes, sandwiches and salads, and unique specialty items like the fan-favorite Chickichanga®, and Quinoa Power Bowls. Named a 2013 “Next 20” emerging brand by Nation's Restaurant News and a 2018 Best Places To Work by the Business Intelligence Group, First Watch is currently the largest daytime-only restaurant concept in the U.S. with more than 400 restaurants in 29 states and additional units under development as part of the Sarasota, Florida based company’s aggressive growth strategy. For more information, visit

II.\t Job Summary
The First Watch Restaurant Service Desk Technician is part of an IT team and provides tier 1 IT support throughout the organization. IT Service Desk Technician’s primary role is providing technical support for software, hardware, database and applications, to employees and our restaurants by performing problem diagnosis and triage and providing timely solutions to the end-users remotely. We are looking for a team player who clearly communicates technical solutions in a professional manner; setup and install hardware and software; Active directory user administration, provide desk side assistance to users; documenting all support activities; and performing related work as required. First Watch Restaurants operate a support process 7 days week with peak days being the weekends.

III.\t Essential Job Duties and Responsibilities
The essential functions in this job description are not all-inclusive of this position’s duties and responsibilities. Reliable and dependable attendance is required.
•Works daily in an incident management application/ticketing system to ensure IT tickets are managed and resolved in a manner meeting or exceeding an internal SLA.
•Provides prompt support to our user community in a professional and polite manner.
•Manage Solarwinds RMM N-Central Tool.
•Troubleshoot and resolve PC \\ POS hardware, software and telecommunication issues in a timely and effective manner.
•Works assigned schedule to support the organization and business needs.
•Administer AD and Exchange email accounts and mailboxes.
•Office 365 end user support.
•Third party applications install and support.
•POS/Aloha support and escalation.
•Vendor escalations and dispatch.
•MS Office suite installation and support.
•Ensure compliance with First Watch IT Policies and Procedures.
•Perform tasks associated with daily opening checklist procedures as directed by IT Leadership.

IV.\t Qualifications
•Associate’s degree in IT, CIS, Networking or other related fields or 4 years relevant work experience required/or applicable military experience in a technical field.
•4+ years in a desktop support environment.
•Previous experience with an incident ticketing system.
•Knowledge of MS Office products, Office 365, Azure AD, Windows AD, TCP/IP networks and network equipment.
•NCR Aloha table service experience is strongly desired.
•Restaurant IT support experience is strongly desired.
•Ability to work evenings and on weekends.
•Proven success in managing or administering corporate office software and products.
•Superior technical skills and understanding of basic PC networking, user administration, report development\\creation and general structured data administration.

V.\tStrong applicants will also have
•Experience with implementing VLANs
•Technical Certification (A+, Net+, etc.)
•Windows Server and Active Directory experience
•Microsoft OneDrive/Sharepoint configuration and management
•Microsoft Azure and Intune experience
•Aloha and POS knowledge and support
•Experience supporting users in a medium network environment over (500) users.
•Experience in working in a Managed Service environment
•Experienced with Solarwinds N-Central or other RMM tool

VI.\tOther Key Qualifications
•Able to operate independently, professionally and with a high degree of ethics.
•Able to handle high priority and sensitive situations with empathy, patience, tact, and diplomacy.
•Team player with excellent interpersonal/communication skills – up, down, and across the organization.
•Strong follow-through, prioritization and time management skills.
•Strong attention to detail.
•Strong problem solving and documentation skills.
•Able to handle multiple tasks, balance priorities and meet competing tight deadlines with limited supervision.
•Highly organized and self-motivated.
•Must be comfortable representing and communicating with internal and external customers as a liaison for the Service Desk team, strong customer service, interpersonal and communication skills.
•Ability to interact and communicate with all levels of personnel and management and be able to effectively perform assigned duties in a team - oriented environment.

VII.\tAdditional Physical Requirements
•Must be able to frequently stand, walk, view computer monitors, give & receive oral communication, bend, squat, reach above shoulder level, and discern color. Must be able to occasionally sit, drive, type, and make fine discriminations in sound
•Must be able to do repetitive simple grasping, fine manipulation, and pushing & pulling on a frequent basis
•Must possess a valid driver’s license and drive to and from work locations when requested/required
•Must be able to travel on rare occasions, as needed, for company business
•Must be flexible and willing to work a varied schedule that could include nights, weekends and holidays as dictated by the needs of the business

Additional Info:
First Watch is an equal opportunity employer. In compliance with the Americans with Disabilities Act, First Watch will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.