Technical Support Specialist

Mechanicsburg, PA

Job Title:

Technical Support Specialist


Corporate Office 1215 Manor Drive Mechanicsburg, PA 17055

Job Description

The Technical Support Specialist is the first level of support for standard applications used at Duck Donuts Franchising Company’s (DDFC) corporate office and franchise locations.  This position will provide technical assistance for systems troubleshooting, as well as provide end-user support to the team.  The specialist will be responsible for the administration and support of the IT Helpdesk.     Responsibilities:
  • Provides technical assistance to team members on troubleshooting of DDFC applications.
  • Provides end user support and assist with configuration changes or high level business challenges for applications such as but not limited to; point of sale, e-commerce, and loyalty.
  • Foster and maintain strong working relationships with system vendors and operational partners.
  • Work closely with system vendors to troubleshoot issues, apply patches and upgrade the system when necessary.
  • Provide support which will require troubleshooting user's technical issues and supporting various levels of software. Support requires troubleshooting user's technical issues, supporting software and computer technology in a high-service environment. Activities include recognition, documentation, research, isolation, accurate resolution, and follow-up.
  • Provides documentation, research, follow-up, and resolution to technical problems.
  • Identifies and assists with perpetually improving applications, technology, and processes.
  • Minimum of 2 years of related experience or Associate’s degree - Information Technology
  • Strong sense of commitment and drive towards problem resolution.
  • Presents a customer friendly support attitude and represents the company in a professional manner.
  • Communicates effectively and timely.
  Physical Demands & Working Condition:
  • Normal work schedule is Monday through Friday (business hours), but based on operating needs must be able to work a flexible schedule including days, evenings and weekends. This position is also required to be part of after-hours on-call support rotation for a week long duration. Travel to various franchise locations may be required.

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