Here at Shake Shack, we take care of each other first and foremost so that we can make raves for our guests, community, suppliers, and investors. After all, teamwork makes the dream work. We work our buns off, but we play hard too, with a Team Appreciation Day, unlimited meal discounts, volunteer opportunities, and so much more. If you’re looking for a deeply fulfilling, financially rewarding, and really fun career, you’re in the right place. Senior IT Support Technician The Sr. IT Support Technician position within the IT Operations team is the face of IT for internal customers. This position is in our home office 5 days a week. The primary task of this position will be to support and troubleshoot all end user computing related systems and software, while assisting with the day-to-day administrative operations for Shake Shack’s IT infrastructure to provide for the growth of the teams’ initiatives. These duties will be performed in compliance with policy guidelines and within time-frames as defined in the team’s SLAs and/or project requirements. This is an onsite role in our Home Office in the West Village, NYC. Key Responsibilities This role will be primarily supporting employees ce location and remote telecommuting employees with Windows and macOS computer Responsible for troubleshooting and triaging end user technology issues related to hardware, software, Office 365 including Teams, user access, VPN, Videoconferencing, etc. Assist employees with walk up instant help questions in a Helpdesk Counter setting Test and validate new hardware Assist the Shack Support Team with IT tickets Act as smart hands support for our Level 3 Support Team and occasional evening and weekend on call support Maintain a high degree of efficiency in managing Helpdesk tickets and communicating with end users Image PC and Mac laptops and desktops Provide onsite Home Office support – setting up computer hardware systems, installing and upgrading software and troubleshooting basic IT Issues. Assist users with video conferencing and other virtual live events (e.g., townhall, fireside chats, etc.) As necessary, perform other duties as required Skills & Knowledge Amazing deskside manner: in person, over the phone & chat. Ability to build and maintain white glove relationships with executives Ability to troubleshoot and support Windows, MacOS & iOS environments, including both hardware and software, at an advanced or expert level Ability to support Microsoft Teams Rooms, Zoom Rooms and virtual events, at an intermediate level Bachelor’s degree valent in experience and evidence of exceptional ability Ability to organize and prioritize workflow and to meet established time frames and deadlines Some experience using Jamf (or other Endpoint Management tools) to maintain and manage computers is a plus Experience 2+ years experience in IT Support Experience with remote IT support PC, Mac, and mobile device experience Experience with Active Directory, Office 365 and Windows server environments Experience supporting senior level and executive staff, white glove experience Experience with Microsoft Teams Rooms, Zoom Rooms and Virtual Townhalls Experience with any Endpoint Management suites (e.g., SCCM, JAMF, PDQ, Tanium, Intune, etc.) a plus Benefits include: Medical, Dental, and Vision Insurance Transit Discount Program 401K Plan with Company Match Paid Time Off Program Flexible Spending Accounts Employee Dining Program Referral Bonus Online Training Program Career Development Corporate Fitness Discount Programs Choice of Global Cash Card or Direct Deposit In order to be eligible to work in our NYC Home Office, you must be able to provide proof of full COVID-19 vaccination upon hire. Accommodations due to disability or religious reasons will be evaluated in compliance with the law. About Us Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table . Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good." We are expanding across the U.S. and around the world! Join our #Shack Fam Shake Shack is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status. Our company will consider for employment qualified applicants with criminal histories in a…