Help Desk Analyst - Remote ATL

Support Now Help Desk Analyst I

Support Now is an essential sub-department of Field Operations. We provide support to corporate users and Chick-fil-A restaurants by making it easy for Operators, Team Members, and Staff to get answers, solve problems, and identify opportunities. We measure success by the speed, accuracy, and experience we provide. Our services include business support, IT and operations support, systems and application support, networking support, and many other technologies utilized by Chick-fil-A Franchisees. We also focus on continuous improvement, strategy, and insights to support where Chick-fil-A is headed tomorrow.

IT Helpdesk Agents are responsible for supporting technologies used by Chick-fil-A Franchisees while delivering an effortless customer experience through phone and online support interactions. If you are passionate about joining a championship team that focuses on making it easy with care, Support Now is the place for you. The Help Desk Analyst I will provide exceptional customer support by helping restaurants and internal users quickly resolve technical issues and operational questions.

Key Responsibilities

• Provide an effortless customer experience through phone and online support interactions
• Utilize ServiceNow ticketing system to thoroughly document issues, resolutions, and opportunities
• Manage ticket queues daily to ensure tickets are updated and resolved effectively
• Diagnose and troubleshoot both simple and complex IT hardware and software issues
• Utilize remote access tools, automation scripts, and monitoring platforms to resolve issues
• Follow all Standard Operating Procedures (SOPs)
• Advocate for restaurants and own issues through completion
• Support departmental goals related to Quality, Customer Satisfaction, and key performance metrics
• Contribute to the knowledge base using KCS methodology by flagging, editing, and creating articles
• Maintain restaurant and business acumen through required training sessions
• Demonstrate strong teamwork and collaboration across projects and initiatives
• Maintain excellent attendance and adhere to assigned schedules

Local Atlanta candidates strongly preferred. First 4 weeks onsite training in Atlanta, GA (M–F 8 AM – 5 PM). Saturday availability required. Flexible schedule required until permanent shift is assigned. Work week may include Monday–Saturday scheduling with one weekday off (Tuesday, Wednesday, or Thursday). Remote/Hybrid opportunity following training. Compensation: $17/hr to $20/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.