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Help Desk Analyst

Company: El Pollo Loco Holdings
Location: Costa Mesa
Posted on: June 9, 2021

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 Corporate Familia is right for you.

What's in it for you!

  • Medical + Dental + Vision Insurance
  • 401(K) Plan with match and immediate vesting
  • Flexible Spending Accounts
  • Basic Life and AD&D/Long Term Disability
  • Vacation + Sick Pay
  • Bonus Compensation for eligible positions
  • Casual Friday's
  • Bring your dog to work Friday's
  • Discounts of El Pollo Loco food
  • Discounts on theme parks, movie tickets, sports, hotels and more.
  • Employee referral bonus program

Company & Culture

For over 35 years El Pollo Loco continues to dominate the market in delivering the best citrus-marinated fire-grilled chicken. We opened our first restaurant in 1980 in Los Angeles, and today we are over 450 restaurants strong and still growing! From our products to our people, we're truly amazing!

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:

% of Time

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.



Supervisory Responsibilities:

The Help Desk Analyst position has no oversight or accountability for others.

Qualifications - Education, Experience, and/or License/Certificates:

To perform this job successfully, an individual must be able to satisfactorily perform the essential position duties. 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. One year experience in an IT support department/help desk role, providing telephonic end-user support and/or minimum of two years as a restaurant manager expert in use of restaurant computer systems, preferably in the restaurant/retail industry with multi-units. Must have a valid CA driver's license. Bilingual (English/Spanish) a plus.

Other details

  • Pay Type Hourly

Apply Now

  • 3535 Harbor Blvd, Costa Mesa, CA 92626, USA

Keywords: El Pollo Loco Holdings, Costa Mesa , Help Desk Analyst, Other , Costa Mesa, California

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