Help Desk Technician

Panda Restaurant Group, the world leader in Asian dining experiences and parent company of Panda Inn, Panda Express and Hibachi-San, is dedicated to becoming a world leader in people development. Whether through sharing good food with guests or providing opportunities for professional and personal growth with associates, all are embraced in a genuine family environment that is uniquely Panda.

The Help Desk Tech Intern is responsible for serving as the single point of contact for all technology-related problems encountered by PRG associates and ensuring satisfactory customer service. This position responds to incoming telephone, voice mail, email, chat, and in-person requests for assistance from associates experiencing problems with hardware, software, network, and other computer-related technology. The Help Desk Tech Intern evaluates and prioritizes all problems and either resolves the problems or escalates the situation to the appropriate IS associate for resolution.

• Provides courteous customer service in-person and through phone calls and emails to Operations and to SC associates related to IS issues on a timely basis.
• Serves as the single point of contact for all technology-related problems encountered by PRG associates by responding to incoming telephone, voice mail, email, chat, and in-person requests for assistance related to problems with hardware, software, network, and other computer-related technology.
• Evaluates and prioritizes all computer-related problems and either resolves the problem or refers the situation to the appropriate IS associate for resolution. Escalates problems requiring urgent attention.
• Logs and tracks all calls using the ticket tracking system.
• Follows up on outstanding calls and open tickets to ensure timely resolution and customer satisfaction.

• Junior or Senior college level
• Some relevant work experience and related coursework in Information Systems and Computer Science technology required