Help Desk Analyst - El Pollo Loco : Job Details

Help Desk Analyst

El Pollo Loco

Job Location : Costa Mesa,CA, USA

Posted on : 2025-08-05T07:34:06Z

Job Description :

Our restaurants are only the tip of the flame! If you're looking for a fast-paced, innovative and welcoming workplace then a career with our Familia is right for you. What's in it for you! • Hybrid work schedule • Competitive pay and bonus • Medical + Dental + Vision Insurance • 401(K) Plan with match and immediate vesting • Flexible Spending Accounts • Vacation + Sick Pay + 12 Paid Holidays • Amazing office culture • Free El Pollo Loco food (Dine Out Card) + Restaurant Discount • Discounts on theme parks, movie tickets, sports events, hotels and more... POSITION PURPOSE: Investigates and resolves software and hardware problems of restaurant computer users. Provide POS installation, support and maintenance for company restaurants and franchise restaurants that use networked Point of Sale systems. Help Desk Analysts serve as first line primary support. ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Answers, evaluates, and prioritizes incoming telephone, voice/e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
  • Logs and tracks calls using problem management database and maintains history records and related problem documentation.
  • Monitors and troubleshoots daily polling processes
  • Calls software and hardware vendors to request service regarding defective products.
  • Performs level I troubleshooting for Helpdesk trouble tickets.
  • Supports new product implementation
  • Interface with external vendors such as POS companies to resolve problems
  • Document Helpdesk processes and FAQ documents for Helpdesk portal
  • Consults with management to explain software errors or to recommend changes to programs.
  • Interacts professionally and ethically, constructively participating as a collaborative team member or leader in pursuit of common goals.
QUALIFICATIONS - EDUCATION, EXPERIENCE, LICENSE/CERTIFICATES: To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required. Education and/or Experience: BS in Information Technology or related field preferred. At least 1 year of experience in an IT support department/help desk role, providing telephonic end-user support and/or minimum of 2+ years as a restaurant manager expert in use of restaurant computer systems, preferably in the restaurant/retail industry with multi-units. Bilingual (English/Spanish) a plus. Knowledge, Skills, and Abilities:
  • Ability to read, write, and interpret routine reports, complex reports, documents and correspondence such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to effectively speak with internal customers, external customers, vendors, and franchisees.
  • Ability to effectively listen and respond to customer needs.
  • Ability to translate computer terminology into a user-friendly language.
  • Ability to solve practical and abstract problems and deal with a variety of known and unknown variables in situations where limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Proficiency with Microsoft Office Professional (Excel, Word, and Outlook) and proficiency with the internet required.
  • Must be skilled at troubleshooting and problem solving a multitude of computer problems.
  • Proficiency with setting up and maintaining software and hardware connections is required.
  • Must be able to share after hours and weekend help desk responsibilities on a rotating basis including rotating pager duty. Helpdesk provides a seven day-a-week operational coverage that requires on-going flexibility in adjusting work schedules.
  • The Help Desk Analyst must have the ability to travel out of town up to 50% of the time via car and/or plane.
  • Ability to work at the Support Center consistently as needed or directed by supervisor or company policy (which is currently a hybrid policy, subject to change).
Our Company In 1980 the first American El Pollo Loco opened on Alvarado Street in Los Angeles, quickly becoming a destination for the best citrus-marinated, fire-grilled pollo in town. Over the past four decades, El Pollo Loco has grown into more than 490 restaurants across 7 states, becoming an L.A. mainstay and cultural benchmark along the way. And today, we continue to work just as hard to always provide customers with fresh and innovative L.A. Mex from our famous family dinners to Mexican entrees. The pay range identified is the hourly or salary rate El Pollo Loco expects to pay for the posted position. This range does not include any benefits or bonus opportunities that might be available for the position based on position and eligibility criteria. Individual pay will vary based on a variety of factors including years of experience, industry experience, education, geography, etc. #LI-Hybrid
Apply Now!

Similar Jobs ( 0)