The End User Support Analyst is responsible for providing technical support to employees and stakeholders by troubleshooting hardware, software, and network-related issues. This role ensures that end users experience minimal downtime by delivering timely resolutions and proactive maintenance. **RESPONSIBILITIES** + Responsible for providing end user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS + Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems + Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network. + Triage Level II and Level III trouble tickets + Interface with infrastructure, database, and development personnel + Ability to complete multiple simultaneous projects in a timely manner + Analyzing and identifying trends and devising preventative solutions. + Troubleshooting user accounts in Okta, Zscaler, IdentityNow and Active Directory + Performs other duties or special projects as assigned + Collaborate with development staff to recreate problems in the test environment + Verify with the customer that the issue has been resolved and update the ticketing system + Communicate plan, progress, and issues in a timely manner + Actively contribute to ongoing process improvement when working issues and request through email, phone, tech bar, and bot interaction + Mentoring other help desk personnel on hardware and software problem analysis and resolution. + Recognizing, analyzing and knowing when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts. + Installing, configuring, and maintaining desktop, VM and laptop PCs and peripherals such as printers. + Installing and configuring applications and operating systems, software and upgrades. + Troubleshooting and repairing complex hardware and network connectivity issues. + Removing old equipment and performing data migration to new machines. + Assisting with the successful execution of all corporate-wide A/V presentations while maintaining the availability and functionality of the A/V equipment. + Resolving complex hardware maintenance issues including cell phone, telephone, Internet/intranet connectivity laptop, desktops, A/V Displays, and attached peripherals. + Provide support for external helpdesk(s), field service organization(s) and Restaurant Technology groups with application support and maintenance management. + Wireless networking support for corporate and field-based users by including connectivity issues and VPN issues through wireless or hard wired solutions. + Printer support for network printers and field based multi-function devices, including network connectivity, software installation, minor repair and vendor management for major repairs. + Logging of all hardware and software on any desktop, laptop, server, and\or peripherals and insuring that appropriate asset tracking software is regularly run against any asset maintained by technician. + Logging consumable inventory used by customer base, including completion of change inventory forms for all requested consumables by any customer. **EDUCATION AND EXPERIENCE QUALIFICATIONS** + 4 Year Degree and/or BS/BA degree in IT or related field preferred; equivalent experience may be substituted in lieu of education + Two (2) to four (4) years related experience in a Microsoft Server environment, prior Retail Technology experience in a QSR environment preferred. Prior Quick Service Restaurant experience, a plus. **KNOWLEDGE, SKILLS, AND ABILITIES** + Must be a self-motivated professional who is dedicated to assist the customer in a tactful manner, even in the most stressful of circumstances + Proven skills in technology troubleshooting + Able to function effectively in a fast-paced team environment + Quick to learn new systems and products + Medium to high-level Microsoft Office 365 computer skills + Extensive Microsoft Outlook knowledge + Medium to high-level of Windows 10 knowledge + Some knowledge of Windows 11 + Medium to high-level of Mac OS knowledge + iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a plus + Stays current on technology trends and passionate about technology + After hours support on a rotational basis (weekly) Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.