Inspire Brands

The End User Support Analyst is responsible for delivering high-quality technical support and customer service to internal users by resolving hardware, software, and network issues. This role serves as a primary point of contact for end-user technology needs, ensuring timely troubleshooting, issue resolution, and a seamless user experience.

The analyst supports a wide range of IT systems—including desktops, laptops, operating systems (Windows and macOS), enterprise applications, and identity management tools—while managing and prioritizing support tickets. They collaborate cross-functionally with infrastructure, development, and application teams to escalate complex issues and drive resolution.

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 procedures 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.
• 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 plans, progress, and issues in a timely manner.
• Actively contribute to ongoing process improvement when working issues and requests 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 laptops, 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 all hardware and software on any desktop, laptop, server, and peripherals and ensuring that appropriate asset tracking software is regularly run against any asset maintained by the technician.
• Logging consumable inventory used by the customer base, including completion of change inventory forms for all requested consumables by any customer.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4-Year degree in IT or related field preferred; equivalent experience may be substituted in lieu of education.
• Minimum 2 years related experience in a Microsoft Server environment, prior Retail Technology experience in a QSR environment preferred. Prior Quick Service Restaurant experience, a plus.

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
• Must be a self-motivated professional who is dedicated to assisting 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 is a multi-brand restaurant company whose portfolio includes more than 33,000 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.