Help Desk at Vaco, LLC
Columbus, OH
About the Job
Responsibilities:
Respond to telephone calls, email, web based, and personnel requests for technical support.
Track and monitor issues to insure a timely resolution.
Escalate tickets in the current call-tracking database (when problem lies outside of Level 1 responsibility).
Identify, research, and resolve technical problems.
Respond to and log in the current call-tracking database and request for services both during office hours and after hours when scheduled.
Troubleshoot telephone issues, both in-house and at the restaurant level, using appropriate documentation.
Perform the polling duties so warehouse is 100% loaded, when scheduled.
Re-send and update any unfinished update jobs sent to any restaurants.
Recognize and report any unfinished update jobs sent to any restaurants.
Monitor software.
Modify network user accounts and group memberships.
Change user passwords as required.
Support store POS conversions and rollouts and participate in testing efforts.
Street Files / Inventory Updates / Menu Management.
Prepare and maintain system support documentation both procedural and trouble shooting.
Participate in and conduct technical training programs and desktop applications as needed.
Maintain up to date technical skills appropriate for focused areas (Level2) development.
Identify and resolve:
Basic terminal and printer setup issues and problems.
Basic POS related issues such as associate file maintenance, re-direction of printers, terminal/register assignments, etc.
Data communication problems.
Internet connectivity problems.
E-mail problems.
Basic office tool usage and problems.
Security and access setup issues.
Qualifications:
Associate-level degree in Computer Science, Information Systems, related fields, or\ equivalent experience.
Appropriate professional certifications are preferred, but not required.
Certified or formal training in key technologies as Level 2 expert.
Basic knowledge of physical network connectivity (LAN/WAN/VPN).
Intermediate knowledge Windows OS, Mobile devices (Android & IOS) of Linux and other operating systems
Strong knowledge of Incident management process and tools logging problem/resolution activities.
Intermediate experience with Active Directory, MySql, SQl tools and ADM
Intermediate knowledge of monitoring tools: SolarWinds, MDM, APM, NPM & UEM
Hands on experience with PC, Mac OS, Server, and desktop hardware & software
Web technologies
Must be customer-centric with excellent problem-solving abilities, oral and written communication skills, as well as organizational and customer service skills
Knowledge of commonly used concepts, practices, and procedures within a Help Desk environment is required (including ticketing systems)
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals
As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
Vaco also wants all applicants to know their rights that workplace discrimination is illegal
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity
You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications
You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application
In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies
California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
Virginia residents may access our state specific policies here.
Residents of all other states may access our policies here
Canadian residents may access our policies in English here and in French here.
Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
the individual’s skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations;
other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure
The individual may also be eligible for discretionary bonuses.
Respond to telephone calls, email, web based, and personnel requests for technical support.
Track and monitor issues to insure a timely resolution.
Escalate tickets in the current call-tracking database (when problem lies outside of Level 1 responsibility).
Identify, research, and resolve technical problems.
Respond to and log in the current call-tracking database and request for services both during office hours and after hours when scheduled.
Troubleshoot telephone issues, both in-house and at the restaurant level, using appropriate documentation.
Perform the polling duties so warehouse is 100% loaded, when scheduled.
Re-send and update any unfinished update jobs sent to any restaurants.
Recognize and report any unfinished update jobs sent to any restaurants.
Monitor software.
Modify network user accounts and group memberships.
Change user passwords as required.
Support store POS conversions and rollouts and participate in testing efforts.
Street Files / Inventory Updates / Menu Management.
Prepare and maintain system support documentation both procedural and trouble shooting.
Participate in and conduct technical training programs and desktop applications as needed.
Maintain up to date technical skills appropriate for focused areas (Level2) development.
Identify and resolve:
Basic terminal and printer setup issues and problems.
Basic POS related issues such as associate file maintenance, re-direction of printers, terminal/register assignments, etc.
Data communication problems.
Internet connectivity problems.
E-mail problems.
Basic office tool usage and problems.
Security and access setup issues.
Qualifications:
Associate-level degree in Computer Science, Information Systems, related fields, or\ equivalent experience.
Appropriate professional certifications are preferred, but not required.
Certified or formal training in key technologies as Level 2 expert.
Basic knowledge of physical network connectivity (LAN/WAN/VPN).
Intermediate knowledge Windows OS, Mobile devices (Android & IOS) of Linux and other operating systems
Strong knowledge of Incident management process and tools logging problem/resolution activities.
Intermediate experience with Active Directory, MySql, SQl tools and ADM
Intermediate knowledge of monitoring tools: SolarWinds, MDM, APM, NPM & UEM
Hands on experience with PC, Mac OS, Server, and desktop hardware & software
Web technologies
Must be customer-centric with excellent problem-solving abilities, oral and written communication skills, as well as organizational and customer service skills
Knowledge of commonly used concepts, practices, and procedures within a Help Desk environment is required (including ticketing systems)
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals
As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact
HR@vaco.com
.Vaco also wants all applicants to know their rights that workplace discrimination is illegal
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity
You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications
You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application
In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies
California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
Virginia residents may access our state specific policies here.
Residents of all other states may access our policies here
Canadian residents may access our policies in English here and in French here.
Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
the individual’s skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations;
other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure
The individual may also be eligible for discretionary bonuses.
