Technical Support Analyst II - Enterprise Technology

Company Description

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

Job Description

Provides advanced technical and customer service support to local and remote staff. Responsibilities include responding to Level I technical and desktop support for incidents and requests, performing advanced troubleshooting procedures, and solving complex technical problems on computer hardware, software, components, and network connectivity. This includes, but is not limited to, desktop PCs, laptops, telephones, printers, audio/visual (AV) equipment, MS 365 products, and various proprietary applications.

The Technical Support Analyst (TSA) II will utilize remote access to client PCs to support advanced solutions, maintain and administer Active Directory network accounts, and process/manage customer information using ServiceNow. A vital function of the Analyst will be maintaining high customer satisfaction by interacting with users via ServiceNow Self-Service, chat, telephone, and email. Additionally, the role involves mentoring Level I analysts, handling escalated issues, and contributing to the development of support documentation and training materials.

Primary Accountabilities:

Administration & Support

• Ability to perform all TSA I activities along with the following:
• Maintain high customer service for all support queries and adhere to service management principles by retaining ownership of user issues, updating end-user tickets with comprehensive notes, and communicating progress in a timely manner.
• Possess deeper technical knowledge to resolve more complex issues. This includes diagnosing and resolving intricate hardware problems, addressing software conflicts and compatibility issues, and escalating long-lasting hardware failures to vendors when necessary. They analyze system logs, perform diagnostics, and implement advanced solutions to verify resolution.
• Administration of user accounts, permissions, and roles in Active Directory or similar systems. They perform tasks such as creating and modifying MS365 Teams, setting up new workstations, repurposing hardware, and managing mobile assets. They document all administrative actions and ensure systems are updated and secure.
• Use scripting languages like PowerShell or Python to automate repetitive tasks and improve efficiency. They write, test, and deploy scripts in production environments and troubleshoot any issues that arise during the process.
• Provide in-depth support for specific applications used within the organization, such as Adobe, ScreenMeet, AutoCAD, and Microsoft Applications. They configure and customize applications to meet user needs, diagnose and resolve common installation errors, and review installation logs to troubleshoot issues.
• TSA II should be familiar with network configurations, workstation logs, security awareness, and act as a vendor liaison, handling vendor technical support requests when problems cannot be resolved.
• Be an advanced trainer and mentor.
• Receive and manage internal escalations.
• Other duties as assigned or required.

Service Development

• Efficient handling and prioritization of support tickets. Use ITSM principles and ServiceNow to manage tickets, communications, and maintain and track changes to the Knowledge Database.
• Identify and manage recurring issues through root cause analysis and trend analysis. Conduct thorough investigations to determine the underlying causes of problems and implement solutions to prevent recurrence. Document and communicate the problems and resolutions effectively.
• Knowledge Base Contribution: Adding new solutions and updating existing articles in the knowledge base. Searching and applying solutions. Reporting knowledge gaps. Reviewing expired articles.
• Standard Operating Procedures: Documenting standard procedures for common tasks and issues and ens