Help Desk Analyst

Full Time Dallas, TX La Madeleine
TITLE: Help Desk Analyst

DEPT: Information Technology Dept. located in corporate office – Dallas, Texas

REPORTS TO: Manager, Help Desk

DATE: December, 2017


The Help Desk Analyst handles a wide variety of technology support tasks including Point Of Sale, network, VoIP telephony and basic PC desktop support to approximately 500 restaurant, café and bakery locations. This is a full-time opportunity for someone who has varied technical skills, a positive attitude, excellent communication skills and works well in a team environment.


  • Act as a central point of contact for questions and/or problems while delivering exceptional customer service and technology support to our Bakery Cafes and Restaurants located throughout the U.S, and Canada.
  • Track, monitor and solve technical problems and questions in a timely and accurate manner.
  • Escalate complex issues to the appropriate IT resources as needed.
  • Provide overnight pager and weekend coverage in a rotation schedule with other Help Desk team members.
  • Dispatch technicians for on-site hardware issues.
  • Monitor, poll and process daily and weekly sales and payroll data to be entered into the corporate systems.
  • Remotely install hardware and software for restaurants in response to failures.
  • Participate in assigned technical projects in support of technology maintenance and enhancements.
  • Stage and deploy laptops, iPhones, cell phones, and data cards to our user community.
  • Contribute to and maintain IT Support Knowledge base library.
  • Provide communication and escalation to IT Management on real-time issues impacting our business and customers.
  • Support corporate & restaurant systems and applications including Microsoft Office, Windows XP and Windows 7.
  • Support Point of Sale Software and proprietary business applications used by restaurants.
  • Support Corporate and Restaurant VoIP Phone Systems.


  • Minimum of 2 years work experience in a technical customer-oriented environment.
  • High School Diploma or GED required.
  • Bachelor’s Degree in Computer Science or a technical certification in a related field is preferred.
  • Experience with Micros Systems POS Software and hardware (Symphony, RES 3700) and/or Radiant Lighthouse and/or Aloha POS systems a plus.
  • Demonstrated customer service skills, including the ability to handle challenging issues in a professional manner.
  • Restaurant or retail experience and knowledge of Point-of-Sale systems preferred.
  • Restaurant or retail experience and knowledge of Point-of-Sale systems preferred.
  • A+ certification a plus.
  • Working knowledge of small office network environments including Windows, TCP/IP, routers, switches, physical connectivity, and telephony.
  • Experience troubleshooting VPN and wireless issues.
  • Excellent verbal communication and organizational skills required.
  • Ability to work well independently and as a team player.
  • Availability for flexible shift hours 7 days a week (including holidays) with rotating shift coverage for overnight on-call assistance.
  • Excellent problem solving skills.
  • Ability to self-start and take assigned problems to resolution independently.
  • A good driving record and willingness to submit to a background check.

Le Duff America offers Medical/Dental/Vision insurance, 401(K) Savings Plan, Flexible Spending Accounts, Tuition Reimbursement, Meal Discounts and many other employee benefits.

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