I.T. Support Rep

Job Description:

An Information Technology Support (ITS) Representative is an individual responsible for certain aspects of IT Support. The IT Support Representative is dedicated to customer support in a highly proprietary software and hardware environment. This position is required to and must be willing to work days, nights, weekends and holidays as well as on-call rotations when needed. They could also participate as a part of a team during the implementation of any new applications/systems or changes to applications/systems at the stores as well as new store openings.

Primary Responsibilities • Take incoming support calls, answer incoming email support requests from stores and SSC. • Provide desk side support for SSC team. • Troubleshoot, resolve and document support issues reported to ITS. • Work with super users and other areas of the IT team to identify problems and troubleshoot issues reported to ITS. • Work with IT vendors to resolve support issues. • Work closely with the on-site team and/or IT team members during implementations of new hardware, software or upgrades. • Image, configure and deploy new workstations shipped to stores. • Utilize monitoring systems in place to detect down or problem devices. • Daily review of open or escalated tickets; review/update/follow-up/close open or escalated tickets.

Required Skills and Experience • Must be able to develop an understanding of the configuration of the proprietary software applications and hardware utilized by Dave & Buster’s and Main Event stores and SSC. • Must be proficient and comfortable working with Windows 10 operating system. • Must have basic knowledge of server products such as Windows Server 2019, including basic understanding of Active Directory and Microsoft Management Console. • Must be proficient and comfortable troubleshooting desktops and laptops. • Must be proficient and comfortable troubleshooting basic networking problems including tracert, dns, dhcp. • Must be proficient and comfortable working with Microsoft Office Products, Remote Desktop, VPN applications. • Knowledge of Adobe products a plus. • Knowledge of Micros Res 3700 and Micros Simphony POS platforms and POS Hardware a plus. • Maintain a professional and helpful attitude towards customers; both internal and external. • Be proactive; react to monitoring alerts of down or problem devices in a timely manner, respond to email requests in a timely manner. • Be a self-starter; do not wait for tasks to be assigned. • Be detail oriented; document troubleshooting steps, resolutions clearly. Verify the issue is resolved before moving on. • Work quickly and efficiently to identify problems to ensure quick resolution.

Schedules: Four 10-hour shifts (or five 8-hour shifts, depending on business needs). Candidates must be available to work weekdays and weekend. Typical shift falls between 7:00 AM and 10:00 PM, with at least one weekday in-office.

WHAT’S IN IT FOR ME?: Dave & Buster’s is an imaginative and dynamic company dedicated to creating innovative entertainment experiences that bring joy, laughter, and excitement to people of all ages. Our mission is to foster a culture of fun and creativity, and we take pride in our commitment to delivering memorable and unique entertainment solutions. Exclusive discounts on food and games at D&B & Main Event.

Paid Time Off (PTO) that increases with tenure.

10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year.

Medical, dental, vision and voluntary benefits

Part Time/Full Time benefits available

Sub Benefits:

SurgeryPlus, and Telehealth benefits

401k with company match following 6 months of employment.

Buster’s Legacy Fund (Support Team Members during difficult Times)

Employee Assistance Program (EAP) Offerings.

Work out facility on-site.

Employee Power Card | Free Video Games.

We work hard, play hard and have FUN!

Salary Range

40620 - 54160

We are an equal opportunity employer and participate in E-Verify in states where required.