Toast

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IT Help Desk Analyst

Sorry, this job was removed at 12:24 p.m. (EST) on Wednesday, October 27, 2021

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Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.

As a Helpdesk Analyst, you will provide 1st and 2nd level support to all staff members. You will focus on supporting a primarily Mac OS focused environment, as well as a small fleet of Windows computers. You will also work on revising and improving systems, processes, and documents in a fast-paced environment with a continuously evolving toolset. The successful candidate must provide world-class customer service in a timely manner by proactively taking ownership of requests, utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management.

About this roll* (Responsibilities)

Respond to and troubleshoot user-submitted tickets in a timely manner
Configure computers, create accounts, and facilitate IT training to new Toast employees
Create, document, and modify technical solutions, processes, and procedures
Field and log multi-channel technical requests & issues
Troubleshoot various SaaS Systems
Work on an after-hours support rotation (additional compensation provided)
Install and configure new hardware, software, and peripherals

Do you have the right ingredients*? (Requirements)

1-2 years of customer service experience
Curiosity and enthusiasm for new technology
Personable, Friendly, and Outgoing - a people person that loves helping customers
Proven ability to multitask and change priorities as needed
Excellent communications skills; both written and verbal
Adaptable - With Toast’s hyper-growth you must be adaptable to the changing landscape

Special Sauce* (Nonessential Skills/Nice to Haves)

1-3 years of Technical Support Experience in a fast-paced environment
Experience in supporting Mac OS and Windows
Experience with Google Admin & Google Suite
Experience with a ServiceNow or other ITIL focused ticketing systems
Previous experience with any of the following SaaS: Office 365, Okta, Slack, Zoom Jamf, or KACE
Basic networking experience (Meraki, TCP/IP, LAN, WAN, etc.)
Technical writing experience
*Bread puns encouraged but not required

#LI-AS1

As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

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Aja Sullivan

DEI Manager (she/her)

Baking an Inclusive Culture

An expansive diversity, equity and inclusion program

In 2023, Aja Sullivan’s DEI team is prioritizing representation, belonging and building an inclusive culture where Toasters can thrive. What is she looking forward to the most? “I am really excited to continue building our DEI external partnership strategy and understanding the impact we’re making,” she said. With a fortified internal DEI framework, Sullivan is thrilled to work on external programs, including working closely with customers, expanding Toast’s network of partnerships and highlighting her teams' great accomplishments.

I want all Toasters to feel comfortable and safely be their true selves.

Herb Dilema

Senior Director, Customer Care (he/him)

Toast Together, Grow Together

Belonging provides a foundation for employees to rise

Working in customer care for a round-the-clock business like the restaurant industry poses unique challenges and opportunities for Herb Dilema’s team. To ensure each individual feels connected and supported in their roles, Dilema has focused on ensuring everyone gets facetime with their direct managers as often as possible. By emphasizing connection on his teams, Dilema strives to make Toast feel like a home, not just a job. With this foundation of inclusion, Dilema hopes to see each individual take ownership of their career and grow with support from the company.

When an individual is able to be comfortable not only in their role but in their environment, we see their best self and in turn, we know that they will grow and prosper at Toast.

Carlos Diaz

Senior District Sales Manager (he/him)

Inclusive Remote Culture

Connecting employees all around the world

Diaz is one of the many Toasters who have always worked remotely, and will continue to do so. His team is able to connect with the territories they serve, while also strengthening their relationships with other Toasters all over the world through virtual programming and tools for collaboration. With remote employees across the U.S., Ireland and India, fostering an inclusive and engaging remote culture is a must at Toast.

Even though many of us are fully remote or hybrid, it feels like family, and everyone knows each other well. Virtual events help introduce us to other people and teams outside of our usual work environment.

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture

Volunteer in local community

Partners with nonprofits

Open door policy

OKR operational model

Team based strategic planning

Open office floor plan

Flexible work schedule

Remote work program

Diversity

Dedicated diversity and inclusion staff

Mandated unconscious bias training