Technical Support Administrator

Cooper’s Hawk Winery & Restaurants is seeking an experienced Technical Support Administrator to provide first class technical support to our restaurants and Restaurant Support Center. The Technical Support Administrator is responsible for providing onsite and remote support for hardware and software systems by resolving issues in a complete and timely manner. Main tasks include providing support for PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other various IT systems located in the restaurants. This position requires someone that is customer-service oriented while also being highly organized with strong troubleshooting skills. The Technical Support Administrator is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL. What You’ll Do:

• Provide support to multi-state restaurants and Restaurant Support Center for all technical support requests including configuration, installation, and ongoing maintenance of workstations, business applications, network equipment, operating systems, printers, internet connections, telephones, and mobile devices
• Respond to all tickets, inquiries, and service incidents in a thorough, careful, efficient manner, using proper spelling and grammar and a kind, helpful tone respecting the company’s vision and values
• Provide timely and thorough responses to all requests and incidents
• Guide all tickets to resolution, troubleshooting and escalating as necessary
• Participate in hardware and software purchases and upgrades including selection, testing, implementation, and ongoing support
• Maintain an accurate inventory of all hardware assets, supplies and software licenses
• Image new or re-purposed workstation equipment as necessary
• Facilitate onboarding and offboarding of end users, including purchasing hardware packages, provisioning and deprovisioning of software accounts and managing access request and software licenses
• Serve as technology liaison for off-site team members
• Provide end user training related to workstations, business applications, network equipment, operating systems, printers, Internet connections, telephones, and mobile devices.
• Assist the testing and timely application of all critical software/Operating System updates and patches within the organization
• Create procedural documentation for new processes and edit existing documentation when changes are made to the environment
• Participate in low-volume, after-hours support calls in accordance with the team on-call rotation
• Manage vendors and MSPs and work with other IT teams to ensure the delivery of quality service
• Ensure knowledge base is accurate and up to date
• Occasional travel to local restaurants for support or new deployments
• As the team evolves, assist in the creation of IT Operations processes and procedures, including managing security incident investigation, managing KPIs and SLAs around server, network and business application availability and ensuring successful script, batch or backup executions.

What You’ll Need:

• Bachelor’s degree in Computer Science or IT or equivalent experience
• Strong knowledge of Microsoft desktop environments and software including Microsoft Office 365, Microsoft Active Directory, Anti-Virus suites
• Windows 10 administration experience
• Working knowledge of network communication hardware and protocols
• Experience troubleshooting basic connectivity issues with PCs and networks
• Excellent customer service experience, passion for helping others
• Excellent technical and business verbal and written communication skills
• Strong organizational, time management, and prioritization skills
• Open, visible, and approachable with persuasive communication skills, both verbally and in print
• Effectively communicate highly technical and constantly changing technology in nontechnical business terminology
• COMPTIA A+, Network+, or ITIL certifications a plus

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

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!

Location: Woodridge, IL, US

Posted Date: 9/27/2024