Job description

Position Summary:

The POS Systems Support Analyst’s role is to provide end user support to restaurant system users, including troubleshooting system failures and providing instruction on application usage to accomplish business tasks. The POS Systems Support Analyst will assist in the design, implementation and ongoing enhancement of all restaurant systems including authoring user guides, training materials, and technical references in support of implementation.

Essential Functions and Responsibilities:

Install & Configure restaurant systems ranging from POS and Databases, to Server and Terminal Hardware.

Perform system version upgrades and perform smoke tests to validate upgrades.

Provide end user support to restaurant system users and resolve system issues.

Field end user questions on restaurant systems and provide guidance on usage.

Coordinate restaurant openings and remodels with Construction department resources to ensure minimal impact to restaurant systems and operations.

Maintain the restaurant systems knowledge base (i.e.; Post software updates, drivers, technical solutions, and FAQ resources) on SharePoint to assist in problem resolution.

Review technical/design specifications and configure POS menu changes.

Propose functionality improvements to systems and processes.

Research, analyze, and implement changes required to satisfy PCI compliance.

Stay up to date with the latest restaurant technologies available, attend user/technical conferences and conduct research on system enhancements.

Elicit feedback from restaurant users. Analyze results and make recommendations for support process improvement.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Communicate system problems to key stakeholders, including management, development teams, business users, and unit leaders.

Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

Maintain and enhance performance of all new and existing systems across the organization.

Identify and learn appropriate restaurant systems used and supported by the organization.

Participate in the design, development, and delivery of restaurant system training programs and individual classes.

Provide support for the testing of new and existing software applications under development or consideration for purchase.

Perform preventative maintenance, including the installation of service packs, patches, hot fixes, etc...

Apply diagnostic utilities to aid in troubleshooting.

Other duties as assigned.

Skills/Knowledge:

In-depth knowledge of Windows and Windows Server operating systems.

Familiarity with mobile technologies including iOS and Android.

Basic knowledge of networking principles including protocols, diagnostic tools and command line utilities (ping, tracert, etc.).

In-depth knowledge, hands-on experience with installation and configuration of Aloha POS systems on hardware and software levels a plus. Core systems include Aloha POS, Command Center, MenuLink, ATO, EDC, Connected Payments, Aloha Enterprise and Aloha Configuration Center products.Knowledge of Clover payment devices and SoftPoint Clover software a plus

Knowledge of PCI compliance requirements.

Able to develop and interpret technical documentation for training and end user procedures.

Knowledge of trends in technology relating to business systems.

Good understanding of the organization’s goals and objectives.

Excellent written, oral, interpersonal, and presentational skills.

Ability to conduct research into business systems relevant to Benihana and their underlying technical issues.

Ability to present ideas in business-friendly and user-friendly language.

Highly self-motivated and directed.

Ability to absorb new ideas and concepts quickly.

Good analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Very strong customer service orientation.

Ability to provide end-user training to large groups of users in a concise and straightforward manner.

Experience working in a team-oriented, collaborative environment.

Ability to provide direction to team members.· Business Acumen - Employs analytical, critical thinking, and problem solving skills; plans and efficiently organizes work, appropriately seeks, manages, integrates and interprets data. Able to prioritize work and make sound decisions using available data. Exercises good judgment and is committed to excellence and operational integrity.

· Collaboration & Customer Relationships - Understands the value of diverse talents and perspectives and encourages diversity of thought and ideas. Is always professional when dealing with internal and external customers. Works through differences and finds a productive common ground with others to achieve mutually beneficial results. Has a strong sense of customer service.

· Functional Expertise - Achieves success through a comprehensive knowledge of industry and business as it relates to position. Applies creative solutions resulting in internal and external customer satisfaction. Demonstrates initiative and is accountable for own actions and decisions.

· Communication Skills - Has good verbal and written skills; is effective when communicating with peers and superiors as well as with customers and others outside the company. Expresses opinions and ideas concisely. Encourages two-way communication.

Supervisory Responsibilities:

None

Work Environment:

General office environment. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally

Education/Experience:

BS degree in the field of computer science, information systems, or related field and/or 5+ years equivalent work experience.

Hands-on experience with enterprise and desktop applications, including MS Office, Visio, Project, SharePoint, etc.

Basic knowledge of SQL.

Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

Restaurant experience preferred.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies: · Business Acumen - Employs analytical, critical thinking, and problem solving skills; plans and efficiently organizes work, appropriately seeks, manages, integrates and interprets data. Able to prioritize work and make sound decisions using available data. Exercises good judgment and is committed to excellence and operational integrity.

· Collaboration & Customer Relationships - Understands the value of diverse talents and perspectives and encourages diversity of thought and ideas. Is always professional when dealing with internal and external customers. Works through differences and finds a productive common ground with others to achieve mutually beneficial results. Has a strong sense of customer service.

· Functional Expertise - Achieves success through a comprehensive knowledge of industry and business as it relates to position. Applies creative solutions resulting in internal and external customer satisfaction. Demonstrates initiative and is accountable for own actions and decisions.

· Communication Skills - Has good verbal and written skills; is effective when communicating with peers and superiors as well as with customers and others outside the company. Expresses opinions and ideas concisely. Encourages two-way communication.

Supervisory Responsibilities:

None

Work Environment:

General office environment. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generallyperformed within an office environment, with standard office equipment available. The noise level in the work environment is usually moderate. After hours and weekend work will be required. Participation in on-call support rotation.

Travel Requirements:

Minimal travel between restaurants for training and installation as required.

Physical Requirements:

Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The essential duties and responsibilities listed in this job description are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable accommodation.

I have read and understand this explanation and job description.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 5 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Miami, FL 33180: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Multi-Unit: 1 year (Preferred)
• End-User Software: 1 year (Preferred)
• Point of Sale in Retail or Restaurant: 3 years (Required)

Work Location: One location

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