Specialist, Technology Support

Company Description:
McDonald's is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily.We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald's remains one of the world's leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
At McDonald's, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range ofoutstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Department Overview
This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald's works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It's our goal to always provide an engaging, relevant, and simple experience for our customers.
Global Technology Infrastructure & Operations - Specialist, Technology Support, part of the End User Infrastructure & Operations team, reporting to the Sr. Manager of Global Tech Services, will be responsible for providing level 2 support at our headquarters in Chicago. As a Technology Support Specialist, you will be responsible for delivering on technology support for all GTIO services and ensuring the delivery of a seamless, simple, high quality support service while improving service value in line with the service vision.
The ideal candidate for this role will have experience working in a corporate IT environment and providing superior technical support to staff. They should be able to manage and troubleshoot all IT-related issues, as well as provide training and support on new technologies and systems. They should have a high level of excellence in demonstrating communication skills, soft skills and social skills to interact with all levels of staff, from top level executives, admins or any new hire in any department. They must be able to humbly demonstrate one of the critical McDonald's core values - serve the customer. They will be able to handle stressful situations, put people at ease, manage technology disruption if it occurs, and guide a situation to a clear and fast resolution.
Responsibilities

• Provide personal, professional, high quality technical support and advice to end users
• Deliver fast, seamless technical support wherever staff are (in the office or remote)
• Install, configure, and troubleshoot hardware, software, and network devices
• Upgrade, update or replace hardware and software in use by staff
• Understand, support, troubleshoot and manage or maintain user accounts, permissions, and access rights in accordance with company policy
• Diagnose and troubleshoot any issues related to end user productivity, communication or collaboration tools
• Train end-users on optimal usage of supported end user tools
• Understand how all IT services work and guide requests or escalations to other teams as needed
• Provide timely status updates on all issues and discerning when escalations need to take place
• Work closely with the HR team and help with onboarding new hires. Preparing devices, all the way through to onboarding the end user with a thorough tech handover & orientation.
• Familiar with IT Service Management (ITIL)
• A strong knowledge of end user hardware and software including Windows, macOS, and mobile devices (Android and iOS)
• Ability to work efficiently and quickly in a fast-paced environment and on a diverse team
• Strong grounding in detail-oriented work and maintaining integrity of documentation

Qualifications

• Passion for end-user facing technology, and knowledge of industry structure, trends and influential companies
• Excellent written and verbal communication skills; able to present facts, thoughts, and ideas in a clear, concise, and manner to senior stakeholders
• Demonstrated capabilities working in ServiceNow
• Experience providing high quality level 2 support and delivering excellent employee experience every time

Experience

• At least 2 years of experience in end user services and support, covering areas such as hardware, software, printers, and mobile devices
• Experience working with Microsoft 365 products and technologies a plus

Compensation
Benefits eligible: Yes
Bonus eligible: No
The expected salary range for this role is $65,820.00 - $82,280.00 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Additional Information:
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
McDonald's is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald's provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis.
McDonald's provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.