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Desktop Support Engineer Job

Job Number: 2016-5798

Address:2002 Papa John's Blvd

Location: Louisville, KY

Date Posted: 10-31-2016

THIS IS A CORPORATE POSITION

Responsibilities:

The Desktop Support Engineer is responsible for advanced level support of all hardware, software and technologies deployed to approximately 1000 computer users, including all levels of leadership, at the Papa John’s International corporate campus. Support is also provided for approximately 400 domestic and international field users.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Resolves 2nd and some 3RD level technical support issues; solves complex problems while working within standard operating procedures and policies
  • Returns calls from users promptly and responds to user inquiries with appropriate level of urgency based on documented performance standards. Follows up on all questions, problems, or suggestions from users
  • Provides support for all Audio Visual (AV), Virtual Teleconference (VTC) and Physical Security solutions, to include hardware and software components, used throughout the Papa John’s user community
  • Manage and maintain mobile AV and VTC assets
  • Provide account administration of VTC tools
  • Provide troubleshooting and problem resolution for Genetec security solutions (e.g. cameras, servers, software)
  • Documents problems and corrective procedures. Prepares technical documentation and posts to knowledge-base in order to improve call resolution at all levels of team support
  • Researches, isolates and implements steps to resolve user problems. Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Recommends enhancements to standard operating procedures and policies based on experience
  • Interacts with other technology groups to identify and correct problems
  • Uses team and project meetings to keep the team fully aware of the progress of assigned projects and to support a team environment of continuous feedback and idea sharing
  • Participates in on-call rotation to provide 24 X 7 support

Qualifications:

DESIRED FUNCTIONAL SKILLS

  • Strong experience in systems hardware and software problem determination and resolution:
  • Office (Microsoft), VPN software, RSA devices
  • Remote control tools (Bomgar)
  • Windows OS and Microsoft Products
  • User computer hardware (Intel based or equivalent)
  • Active Directory and Group Policies
  • Microsoft SCCM for user computer baseline image management and patch management
  • Network and client/server Processes and Protocols
  • Wireless Technologies
  • Anti-Virus Tools
  • iOS, Android, Blackberry and Lotus Notes
  • AMX and/or Crestron AV systems
  • Polycom and LogiTech products and solutions
  • BlueJeans VTC systems
  • Planar AV systems
  • Genetec security solutions
  • Experience with a Service Desk Incident Management and Request Fulfillment system and knowledge base tools such as Share-Point
  • Technical writing and editing tools such as Snag-IT
  • Demonstrated proactive and solution-oriented problem solving skills
  • Strong customer focus, responsive to needs; strong inter-personal skills

DESIRED EDUCATION, EXPERIENCE AND CERTIFICATIONS

  • Bachelor’s degree in Computer Science
  • 2 years providing Help Desk, PC or Technical support or equivalent experience
  • Preferred – professional technical certification (MCDT, MCP, MCSE, A+)
  • Preferred - ITIL Foundation certification

Overview:

Exciting things are happening at Papa John’s corporate restaurants. Work where the best ingredient is you!

Great things are happening at Papa John's! If you are looking for a fulfilling career with an international company, flavored with challenging work, mixed with professional development opportunities, a competitive salary and a collaborative team environment, then look no further! Papa John's seeks people who share our philosophy for success, are looking for quality business practices and meaningful work. All these combine to produce not only the best pizza, but also the best team members!

Papa John’s has over 4,600 restaurants worldwide. We offer a competitive benefits and compensation package. Better Ingredients. Better People.

An equivalent combination of experience and training may substitute for any of the listed position qualifications.

Screening requirements: Criminal Background Check required.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Apply:

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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