It Support Specialist Ii

The IT Support Specialist II position within the IT Operations team is the face of IT for internal customers. The primary task of this position will be to support and troubleshoot all end user computing related systems and software, while assisting with the day-to-day administrative operations for Shake Shack’s IT infrastructure to provide for the growth of the teams’ initiatives. These duties will be performed in compliance with policy guidelines and within time-frames as defined in the team’s SLAs and/or project requirements . This position is an onsite role in our Home Office in the West Village, NYC 5 days a week.
Key Responsibilities
This role will be primarily supporting employees at our Home Office location and remote telecommuting employees with Windows and macOS computer s .
Responsible for troubleshooting and triaging end user technology issues related to hardware, software, Office 365 including Teams, user access, VPN, Videoconferencing, etc.
Assist employees with walk up instant help questions in a Helpdesk Counter setting.
Test and validate new hardware.
Assist the Shack Support Team with IT tickets.
Act as smart hands support for our Level 3 Support Team and occasional evening and weekend on call support.
Maintain a high degree of efficiency in managing Helpdesk tickets and communicating with end users.
Image PC and Mac laptops and desktops.
Provide onsite Home Office support – setting up computer hardware systems, installing and upgrading software and troubleshooting IT Issues.
Provide audio/visual support for virtual live events and webinars (e.g., townhall, fireside chats, etc.)
Ensure the functionality of videoconferencing equipment in all conference rooms and troubleshoot issues.
Skills & Knowledge
Amazing deskside manner : in person , over the phone & chat . Ability to build and maintain white glove relationships with executives .
Ability to troubleshoot and suppor t Windows , MacOS & iOS environments, including both hardware and software, at an advanced or expert level.
Ability to support Microsoft Teams Rooms, Zoom Rooms and Webinars (including hardware) at an intermediate level
Bachelor’s degree or the equivalent in experience and evidence of exceptional ability.
Ability to organize and prioritize workflow and to meet established timeframes and deadlines.
Some experience using Jamf (or other Endpoint Management tools) to maintain and manage computers is a plus
Experience
4 + years experience in IT Support .
Experience with remote and in person IT support
PC , Mac , and mobile support device experience
Experience with Active Directory, Office 365 and Windows server environments.
Experience supporting senior level and executive staff , white glove experience
Desktop provisioning and setup experience for new users and replacements
Asset management of end user devices
Experience with any Endpoint Management suites (e.g., SCCM, JAMF, PDQ, Tanium, Intune, etc.) a plus
Pay Range - $69,215.00 - $88,265.00
About Us
Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table . Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good."
We are expanding across the U.S. and around the world! Join our #ShackFam
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.