As an IT Support Specialist, you will be responsible for ensuring friendly and prompt IT support for all technology used by Corporate Support Staff, Remote Support Staff, and Senior Operations Management. The ideal candidate will be an enthusiastic and customer service focused IT professional. Responsibilities also include installing, configuring, testing, maintaining, monitoring, and troubleshooting end user workstation hardware, software, peripheral devices, VoIP phones, and accounts.

What We Offer:

• Health & Wellness Package including medical, dental, vision and life benefits, and health-related activities
• Employee Assistance Program free to all Associates and their household members
• Paid vacation of up to 3 weeks and six paid holidays
• A strong, unique culture built upon putting people first, showing up and servant leadership
• Unlimited learning and development opportunities
• Internal referral program
• Community involvement and volunteer opportunities
• Team building activities department and company-wide

What you'll do:

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, peripheral devices, VoIP phones, and accounts
• Troubleshoot and maintain fleet of desktops, laptops, tablets, VoIP phones, RDP and VPN connectivity issues, and other basic issues as time permits
• Provide customer service in a high-volume call center environment
• Triage inbound support email as well as network security events
• Generate tickets from phone calls and emails in the ticketing system
• Assist immediately for any documented helpdesk issues
• Assess priority/urgency and deadline requirements for support tickets on non-emergency issues
• Assign non-emergency escalations to Systems Administrator Level 1 ticketing queue
• Reset user account passwords for systems including company websites, email, Windows, AS400
• Assess priority/urgency and deadline requirements for support tickets on non-emergency issues
• Evaluate, assign and escalate issues in line with company processes
• Assist with network security implementations and management
• Future responsibility of Technical Services department cross training

What we're looking for:

• Someone who delivers excellent customer service
• Highly organized and detail orientated with strong communication skills
• Strong troubleshooting and complex problem-solving skills
• Familiar with popular web browsers and phones
• Skilled in use of Microsoft Office Products required
• Knowledge of remote management software required
• Must be able to lift items up to 35 pounds and be able to crouch

Experience/Educational Requirements:

• Associate degree in an IT related field or equivalent professional experience will be considered
• 1+ years of experience in hardware or phone tech support
• Working knowledge of TCP/IP networking
• Experience working with Windows XP, 7, 8, 10

Who Are We?

In 1955, two Georgia neighbors opened up a restaurant that would change the world. That first restaurant led to the Waffle House brand you see today. As the business expanded throughout Georgia and the Southeast, the “Yellow Sign” soon became a familiar landmark, signifying America’s Place to Eat™ and America’s Place to Work™. Today, the Waffle House system has more than 1,900 locations in 25 states, reaching as far north as Pennsylvania and as far west as Arizona. All open 24-hours a day, seven days a week, 365 days a year. Our workforce can be broken into two categories – Operations (Restaurant Associates and Managers) and Support Team (Corporate Office Associates, Field Recruiters, and Maintenance Technicians).

The IT Support Specialist is a Support Team role based out of our Corporate Office in Norcross, GA in the metro Atlanta area. Our Corporate Office Support Team consists of 300+ Associates who are committed to supporting our Operations Team as they proudly serve and create memorable experiences for our Customers. Housing over 40 departments and many fields of industry, we take pride in offering a wide variety of opportunities at every stage of your career. If you are just looking for a job “right now”, Waffle House probably isn’t the right fit for you. If you are a career-minded person who values hard work, is passionate about putting people first, and wants to build a meaningful career alongside like-minded people, this is the place for you!

We are a strong, growing company dedicated to our Customers and Associates. We would love to have you on our team! To learn more about the Waffle House culture and our great community of employees and customers, please visit www.wafflehouse.com!

WAFFLE HOUSE IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $23.38 - $26.89 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Compensation package:

• Hourly pay
• Weekly pay

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• IT support: 1 year (Required)

Work Location: In person