Job Description

Compass Corporate

A family of companies and experiences

As the leading foodservice and support services company, Compass Group USA is known for our great people, great service and our great results. If you’ve been hungry and away from home, chances are you’ve tasted Compass Group’s delicious food and experienced our outstanding service. Our 225,000 associates work in award-winning restaurants, corporate cafes, hospitals, schools, arenas, museums, and more in all 50 states.  Our reach is constantly expanding to shape the industry and create new opportunities for innovation. Join the Compass family today!

 

great people. great services. great results.

Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar.

 

Positions at this location may require a COVID-19 vaccination and/or regular COVID testing. Where permitted by law, applicants who are offered a position for this location may be asked about their vaccination status, which must meet minimum business requirements. All religious, medical, or other legally recognized exemptions regarding vaccination status will be considered.

 

Job Summary

 

The Systems & Technology Support Analyst position is responsible for providing computing services and support to Compass Group corporate and field associates.  They are responsible for corporate office and/or field support of all technologies and applications used by Compass Group associates, which also includes VIP and executive level associates.  They are the public face of the IT department and represent the user perspective in all technical operations and project activities.

 

The Systems & Technology Support Analyst works as a member of the User Support Services team and is charged to understand the goals/objectives of that team and how it supports those of the Compass Technology division.

 

 

Responsibilities

 

  • Serve as subject matter expert for end user technologies, systems and applications.
  • Troubleshoot and resolve desktop, laptop, mobile device operational and connectivity problems.
  • Provide initial LAN/WAN, computer hardware, Windows, Microsoft Office and remote communication support.
  • Handle setup, configuration, and support of smartphone & tablet technologies.
  • Ensure timely installation / support of hardware covering standard desktop and laptop hardware models.
  • Coordinate physical setup and configuration of PCs, printers and other peripherals.
  • Track and report on incidents and provide timely response to support requests, following through to ensure user satisfaction.
  • Ensure compliance with support procedures related to timing, reporting and follow through.
  • Work with 2nd level Systems & Technology Group support teams to ensure that incidents are escalated properly and completed.
  • Provide general training on technology use for VIP associates.
  • Provide after-hours and weekend support for VIP and executive associates when needed.
  • Assist with associate relocations to new offices/cubicles.
  • Assist with small-scale department projects involving rollouts, deployments, and upgrades.
  • Provide support for office video conference, audio-visual, server & network infrastructure as needed.

Leadership/Coaching

 

  • Demonstrate an understanding of Team Goals, Strategies and Priorities.
  • Demonstrate ability and willingness to share ideas with Associates, peers and management.
  • Embrace a coaching culture, provide feedback to Associates, peers and management.
  • Serve as a mentor to provide coaching and technical guidance to Associates.
  • Demonstrate a positive attitude and set an example for colleagues.
  • Attend regular manager and team lead status meetings and be engaged in meeting discussions and strategic planning.

 

Consultancy/Customer Service

 

  • Promote cross team collaboration in problem analysis, solution identification, implementation, and delivery activities.
  • Collaborate with IT teams and end users to understand project requirements and recommend sustainable solutions that meet defined business needs.
  • Demonstrate ability and willingness to mentor Associates to help develop consultancy and customer service skills.
  • Recommend potential product, service and process opportunities by collecting customer requirements and analyzing business needs.
  • Actively look to identify opportunities to enhance organizational efficiency.
  • Build sustainable relationships of trust through open and interactive communication.

 

Planning and Organization

 

  • Understand and be able to communicate daily and weekly Goals as assigned by Manager.
  • Plan daily and weekly work activities in alignment with established/defined team Goals/Priorities.
  • Execute against approved daily and weekly plans and keep leadership informed of work status/progress.
  • Independently manage assigned tasks and project components to complete within established timelines.
  • Identify and communicate potential business impacts when planning changes to production systems.
  • Provide guidance/coaching to Associates to help them enhance the efficiency/effectiveness of their work plans.
  • Participate with management and technical teams to establish appropriate project timelines to deliver sustainable solutions within approved time and budget parameters.
  • Demonstrate accountability for physical and logical security/integrity in planning for all projects.
  • Demonstrate attention to detail.

 

Information Processing and Decision Making

 

  • Actively look to maximize existing investments and leverage existing systems to solve identified business problems.
  • Actively identify and communicate opportunities to automate repetitive manual processes.
  • Identify potential impacts of new systems/processes or changes to existing systems/processes and provide technical expertise to ensure operational reliability.
  • Apply critical thinking to identify and mitigate risk in the areas of security (physical and logical), sustainability, disaster recovery, and business continuity measures in all solutions.
  • Lead Associates and collaborate with cross functional teams, project teams, and institutional leadership teams in root problem analysis, solution identification, implementation, and delivery activities.
  • Collaborate with IT teams and internal and external customers to understand project requirements and recommend sustainable solutions that meet defined business needs.
  • Evaluate vendor solutions against defined functional/business needs.

 

Communications

 

  • Interpret meaning and importance of information and determine appropriate need and method for keeping team members, customers/stakeholders, and management informed.
  • Communicate clearly to technical and non-technical users.
  • Keep project, communication, testing, and training documentation updated using defined standards within 3 business days of approved changes.
  • Document systems and processes in accordance with defined standards within 3 business days of approved changes.
  • Be engaged and participate in individual discussions, project and team meetings.
  • Participate in discussions with IT Management and teams to develop polices and standards.

 

Problem Solving

 

  • Demonstrate critical thinking skills to help lead efforts to diagnose and troubleshoot issues.
  • Coordinate with the User Support Services team to identify common issues and develop appropriate documentation, training, and automation.
  • Establish working partnerships with IT teams and external partners to coordinate problem resolution for operational issues, and analyze root cause issues to address underlying infrastructure problems.
  • Lead problem solving exercises by understanding the current state, conducting root problem analysis, solution identification, and then planning implementation and delivery activities.
  • Develop “as is” and “to be” diagrams to visually represent challenges, risks, and opportunities for improvements.
  • Create tickets for 100% of support requests.
  • Acknowledge assigned tickets/issues within 1 business day to communicate to users that the ticket has been assigned and identify the steps and timeline that will be taken to pursue resolution.
  • Resolve most assigned tickets/issues within 3 business days.
  • In the event a ticket/issue cannot be resolved within 3 business days, provide customer updates at least weekly to manage customer expectations and communicate the steps and timeline that will be taken to pursue resolution.
  • Serve as an escalation point for Associates.
  • Use sound judgement to determine the need to escalate issues/tickets to management awareness.

Qualifications

 

  • Bachelor’s degree in Management Information Systems, Computer Science, Computer Information Systems or equivalent combination of education and experience.
  • A+, Network+, Security+, Microsoft certification preferred
  • HDI Certified Support Center Analyst (SCA) preferred
  • HDI Certified Desktop Support Technician (DST) preferred
  • Apple/MAC certification preferred
  • Typically, 3-5 years of experience

 

Technical/end-user computing support including:

 

  • Microsoft Windows, Microsoft Office, Apple operating systems.
  • Advanced knowledge of Microsoft Outlook.
  • Internet Explorer, Chrome, Firefox, Edge.
  • Networking fundamentals (TCPIP, DNS, VPN, routers, WiFi).
  • Installing and supporting PCs, printers, peripherals, routers, etc.
  • Smartphone and tablet configuration and administration.
  • Active Directory, Exchange, O365 administration a plus.

 

Skills needed:

  • Excellent verbal and written communication skills.
  • Excellent critical thinking and problem solving skills.
  • Positive attitude and solutions oriented thinking.
  • Ability to communicate technical concepts to both technical and non-technical audiences.
  • Ability to work in a fast paced environment and adapt to change.

    Apply to Compass Group today!

    Click here to Learn More about the Compass Story

     

    Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

    Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. *Los Angeles applicants: Compass Group will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box ordinance)

     

    Associates at Corporate are offered many fantastic benefits.

    • Medical
    • Dental
    • Vision
    • Life Insurance/ AD
    • Disability Insurance
    • Retirement Plan
    • Paid Time Off
    • Holiday Time Off (varies by site/state)
    • Associate Shopping Program
    • Health and Wellness Programs
    • Discount Marketplace
    • Identity Theft Protection
    • Pet Insurance
    • Commuter Benefits
    • Employee Assistance Program
    • Flexible Spending Accounts (FSAs)

    Req ID:  1006233

    Compass Corporate 

    Christopher McMullens 

    [[req_classification]] 

    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

    Apply Online