Technical Support Administrator

Cooper’s Hawk Winery & Restaurants is seeking an experienced Helpdesk/Technical Support Administrator to provide first class technical support to our restaurants and Restaurant Support Center team members. The hours for this position are Monday-Friday 12:00-9:00pm Central Time, however they may change with the needs of the business in the future. This role is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL. We are open to hiring this as a hybrid position based out of our Downers Grove IL office, or as a remote position in the Phoenix, AZ or Tampa, FL area. The Technical Support Administrator is responsible for ensuring the logging and timely resolution of IT service requests, incidents and problems by providing Level 1 and Level 2 Helpdesk Support to Cooper’s Hawk restaurant and corporate office team members. Main tasks include troubleshooting and restoring services to hardware and software systems, PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other various IT and Business systems located in Cooper’s Hawk Environment. This position requires someone that is customer-service oriented and has strong troubleshooting skills. What You’ll Do:

• Problem & Incident Management: Log, respond to, and ensure timely closure of incoming problems and incidents to multi-state restaurants and Restaurant Support Center by email, phone, chat or via Freshservice
• Troubleshooting: Diagnose and resolve PC, POS, technology infrastructure and Business application incidents, ensuring issues are addressed in a timely manner. Issues include, but not limited to, configuration, installation, and ongoing maintenance of workstations, business 3rd party and in-house applications, point of sale, network equipment, operating systems, printers, internet connections, telephones, and mobile devices
• Escalation Management: Escalate complex issues to support supervisor, application support teams or 3rd party resolver groups as appropriate.
• Hardware / Software management: Assist with the installation, configuration, and maintenance of hardware and software. Process requests for hardware and software in line with department policies. Image new or re-purposed workstation equipment as necessary
• Documentation Management: Maintain documentation of helpdesk interactions including details of enquiries, troubleshooting steps and resolutions to facilitate knowledge sharing and process improvement. Create and update Knowledge Base articles and How-To training materials
• Communication: Respond to all tickets, inquiries, and incidents in a thorough, careful, efficient manner, using proper grammar and spelling, using a kind helpful tone, respecting the company’s vision and values
• Inventory Management: Maintain an accurate inventory of all hardware assets, supplies and software licenses
• User Account Management: Facilitate onboarding and offboarding of team members, including provisioning and deprovisioning of software accounts, access requests and additional software requests in line with IT policies
• Assist with basic team member training and “how to” guidance for in-scope applications and systems.
• Assist the testing and timely application of all critical software/Operating System updates and patches within the organization
• Provide evening and weekend on call coverage
• Manage vendors and MSPs delivering on-site maintenance services, and work with other IT teams to ensure delivery of quality service
• Occasional travel to local restaurants for support or new deployments
• Assist in the creation of IT Operations processes and procedures, ensuring adherence to operational KPIs and SLAs.

What You’ll Need:

• 3+ years of experience working on a corporate helpdesk
• Adaptability and learning: Willingness to adapt to new technologies, and keep pace with changes in Restaurant technology
• Hardware: Demonstrable understanding of desktops, laptops, POS devices, networking, and peripherals.
• Excellent troubleshooting skills including the ability to systematically identify and follow a set of steps to resolve a problem or incidents.
• Excellent customer service skills, and a passion for helping others
• Strong knowledge & proficiency of Microsoft desktop environments and software including Microsoft Office 365, Active Directory and Security suites.
• Operating Systems: 3+ years Windows administration experience
• Understand basic networking concepts (e.g. TCP/IP, DHCP, DNS) and troubleshooting techniques.
• Excellent technical and business verbal and written communication skills
• Strong organizational, time management, and prioritization skills
• Communication Skills: Open, visible, and approachable. Effectively communicate highly technical in nontechnical business terminology.

Preferred Qualifications:

• COMPTIA A+, Network+, or ITIL certifications a plus
• Experience working in a multi-unit hospitality environment

Physical Job Functions:

• Must be able to lift at least 40 lbs. and sit for extended periods of time

Competencies:

• Guest Focused
• Action Oriented
• Brand Ambassador
• Collaborative

Compensation Range: $55,000-$66,000. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity. What You’ll Get:

• Incredible Discounts:
• Monthly Dining Allowance
• 50% Dining and Carryout
• 40% Retail Wine
• 20% Retail and Private Events
• Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts- Health and Dependent Care
• Health Savings Account
• Long-Term Disability; Voluntary Short-Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team Member Incentives & Rewards
• Paid Time Off
• Milestones Recognition Program
• Complimentary Gym Membership in RSC Building
• Hybrid Work Week (3 days in office, 2 days remote, depending on role)

Cooper’s Hawk reviews several factors when establishing compensation. Salaries and hourly wages appearing in a job posting may be published by third parties and may not reflect the salaries or hourly wages offered by Cooper’s Hawk. Cooper’s Hawk is an equal opportunity employer.  All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process. The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

About Us

Cooper's Hawk Winery & Restaurants was created with the inspiration of bringing the Napa Valley experience to all of America, by combining an elegant tasting room with a polished casual restaurant and scratch kitchen. Cooper's Hawk wines have won hundreds of awards and are the Official Wines of the Screen Actors Guild® Awards. We are built upon the belief that food and wine hold the power to forge a COMMUNITY, and with the world's largest wine club membership, we are paving the way to democratizing the good life!