Help Desk Analyst
Help Desk Analyst
Posted on :
07-04-2025
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1 Vacancy
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Job Description
DIN TAI FUNG RESTAURANTS
Job Title: Help Desk Analyst
Compensation: $28.85 $33.65 per hour
The base salary or hourly wage range for this role will vary based on multiple factors including but not limited to prior experience relevant expertise current business needs and market factors. Range is not inclusive of potential bonus or benefits. Your recruiter can share more information about the salary range and other factors during the hiring process.
Location: Hybrid Din Tai Fung Corporate Office in Arcadia California
About Us:
Din Tai Fung a globally acclaimed culinary icon renowned for the art of Xiao Long Bao is on a mission to create firstclass dining experiences through its unwavering commitment to excellence in food service and ambiance. Originally founded as a cooking oil retail business in Taiwan in 1958 by BingYi Yang and his wife PenMei Lai Din Tai Fung was reborn into a humble dumpling and noodle shop in 1972. Today the Michelinrecognized restaurant brand continues to be familyowned and passed down through generations with more than 170 locations in 13 countries worldwide.
Since its founding Din Tai Fung has become synonymous with quality and consistency and known for its warm hospitality and delicacies with authentic flavors. Entering the North America market in 2000 the restaurant brand opened its first U.S. location in Arcadia California and has 16 locations todate offering an upscale yet inviting cultural dining experience. With each restaurant each interaction and each bite DTF aims to bring people together to inspire appreciation of culture.
Benefits and Perks:
- Competitive Pay & Benefits
- Employer Contribution for individuals and eligible dependents medical insurance
- Dental Vision and Life Insurance
- Health Savings Account (HSA)
- Commuter Spending Accounts
- 401(k) Plan with company match
- Employee Assistance Program
- Discounts through BenefitHub
- Employee Meal Discounts
- Opportunities for growth; we love promoting within!
About the Role:
The Help Desk Analyst provides technical support for restaurants and the End User Computing (EUC) needs within the DTF Restaurant Support Center. This includes all POS/KDS hardware and software network equipment telephones printers and desktop support. Work with third party service providers to schedule and supervise restaurant technician visits necessary for cabling internet service provider phone/call center and hardware installation and repair dispatch. Resolves or escalates incidents as appropriate and followsup with service providers and internal escalation points to ensure effective and timely issue resolution. Creates and updates knowledge base documentation as needed.
Responsibilities:
- Create and update knowledge base articles
- Document track and monitor incident tickets to ensure timely resolution
- Provide problem determination and support to specific systems using documented procedures and available tools
- Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target
- Support callinitiated workflow through IT logging all customer questions requests and problems and track status and work notes through to resolution
- Install support and maintain computer desktops laptops printers and any related hardware and software to include asset tracking
- Provide daily reporting of pending issues and high priority incidents and notify supervisor if assistance is required
- Create maintain and disable Google Workspace accounts and groups including OKTA and VPN
- Create and maintain a software image for all Windows based PCs
- Support current phone system to include adding removing and changing phone extensions and creating voicemail accounts
Role Competencies:
Interpersonal skills Demonstrates selfawareness Being resilient Nimble learning Customer focus
Job Requirements:
- 23 years of experience in a Service Desk role supporting end users from an End User Computing perspective.
- Ability to exercise patience and professionalism during challenging situations.
- Strong verbal and written communication skills.
- Ability to multitask and prioritize issues.
- Strong problemsolving skills; ability to visualize a problem or situation and think abstractly to solve it.
- Ability to work responsibly with or without direct supervision. Ability to thrive in a fastchanging collaborative environment where people are driven enthusiastic and not afraid to take risks.
- Ability to communicate technical information to nontechnical personnel. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Preferred Requirements:
- Associate degree or equivalent business/industry training and experience required with knowledge of restaurant systems preferred. A and Network certifications are preferred.
Essential Functions:
- Must have flexibility to work varying scheduled shifts within a 24 hour x 7 day operation. Experience with MS Office and Google business applications (docs sheets drive mail calendar chat) customer service support or equivalent is required. Familiarity with Incident Management processes. Knowledge of computer hardware diagnostics and resolution which may require PowerShell or Google AppScript. Proficient with VOIP phone systems and support and local area network support.
Special Requirements:
- While performing the duties of this job the employee is frequently exposed to computer terminals. The noise level and temperature is moderate. The employee has the ability to sit stand and/or walk for up to 10 hours a day. The employee is occasionally required to stoop bend or kneel lift up to 40 lbs. and perform other diverse physical tasks as needed. The vision requirements include: close vision distance vision peripheral vision depth perception and ability to adjust focus.
NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to perform any other jobrelated duties assigned by their supervisor.
Din Tai Fung is an EVerify and Equal Opportunity Employer and complies with the Fair Chance Initiative.
Din Tai Fung is an Equal Employment Opportunity Employer M/F/D/V. 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.
As part of our hiring process Din Tai Fung uses EVerify to confirm employment eligibility for all newly hired employees. EVerify is an internetbased system that allows employers to compare information from an employees Form I9 to the U.S. Department of Homeland Security and Social Security Administration records. This verification confirms an employees eligibility to work in the United States. Din Tai Fung complies fully with all Equal Employment Opportunity laws ensuring no discrimination based on national origin or citizenship status. Din Tai Fung is committed to employing only individuals who are authorized to work in the United States and who comply with applicable immigration and employment law. As a condition of employment every individual must provide satisfactory evidence of their identity and legal authority to work in the United States. If the employee cannot verify their right to work in the United States within the time permitted by laws the Company will be required to terminate their employment immediately. To learn more about EVerify please visit: must be 18 years or older.
Flexible work from home options available.
Compensation: $28.85 $33.65 per hour
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.
ABOUT DIN TAI FUNG
Din Tai Fung is a Chinese restaurant specializing in Xiao Long Bao or soup dumplings. Originally founded in Taiwan as a cooking oil retail business in 1958 Din Tai Fung was reborn as a steamed dumpling and noodle restaurant in 1972. Since its founding Din Tai Fung has become worldrenowned for its quality standardization and service. The Hong Kong branch has been awarded a Michelin star five times. Din Tai Fung currently has over 170 locations in 13 countries worldwide.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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