Job Description
For over 30 years, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial and marketing services and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners' overall loyalty programs.
We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.
Even more, we enhance our partners' loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.
Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.
As a Help Desk Specialist II with Rewards Network, you will provide support via telephone and e-mail, as well as desk-side support, for all computer hardware, software, and peripherals. You’ll work across a range of computers and servers, including Mac, Windows, and Linux. This includes providing support and troubleshooting enterprise software and services utilized by Rewards Network’s (RN) team.
- Identifies, researches, and resolves technical and procedural issues.
- Documents, tracks, and monitors each incident to ensure a timely resolution.
- Builds, deploys, and repairs desktops and laptops for RN's end user community.
- Support Mac OS deployments and incident management
- Troubleshoot Apple iPhone issues
- Maintains database of RN’s computer hardware and software assets.
- Assists with maintenance of RN’s collaboration and conference hardware and software.
- Assists in the new hire processing by reviewing account requests, verification, and configuring of equipment.
- Creates and maintains documentation of support activities and provides status updates to customers; provides effective incident and problem resolution using automated systems and processes.
- Associates degree in Information Technology or other science discipline, or equivalent experience in Information Systems.
- A minimum of 2-4 years Technical Support or Help Desk experience.
- MSCE, MSCA, MCP, A+, Network+ certifications preferred.
- Working knowledge of MS Windows 10/11 OS & NOS and MS Office 365.
- Knowledge of MDM (Mobile Device Management) solutions. Jamf and Intune experience preferred
- Working knowledge of Apple hardware and software
- Working knowledge of VPN, remote access, and anti-virus technology
- Working knowledge of troubleshooting software and hardware issues
- Experience with VoIP telephony and contact center. Ring Central and / or Nice Incontact CXOne desired.
- Experience with conferencing hardware and software.
- Experience working with a ticketing system like Manage Engine or similar tech.
- Experience providing support both over phone using remote support tools and in person.
- Must be able to perform in a fast paced, high-volume environment and capable of working with minimal supervision while possessing superior team skills.
- Must be customer centric and be able to communicate with both technical and non-technical customers.
- Leadership skills are appreciated
- To work in a great culture and environment with a diverse group of people
- To provide support in one of the most beautiful office buildings downtown, very close to the train station
- To have training and a career path within the team or to other areas of the company like Networking, Software Development, CyberSecurity, Application Support, SalesForce Admin, DevOps
- To collaborate and network with all areas of the business
- To work for a company that supports local businesses and feel good about the company you work for
- Work in a flexible hybrid office environment. In office/and work from home as activity and demand require
- Comprehensive benefits package, which includes:
- Competitive Paid Time Off and company holidays
- Generous dining reimbursement when you dine with our restaurant clients
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.