Tech Support Analyst - VIP Support - McDonald's Corporation

McDonald's evolving Accelerating the Arches growth strategy puts our customers and people first and demonstrates our competitive advantages to strengthen our brand. We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)

Our growth pillars emphasize the critical role technology plays as the best-in-class, global omni-channel restaurant brand. Technology enables the organization through digital technologies, and improving the customer, crew and employee experience each and every day!

Global Technology forging the way

Leading the digitization of our business is the Technology organization made up of innovation specialists who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of groundbreaking opportunities for the business. We take on technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge! This provides access to compelling career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide outstanding foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers. Global Technology Infrastructure & Operations – Tech Support Analyst, part of the Device Management and On-Site Support Team, reporting to a Sr. Manager of GTIO - End User Infrastructure & Operations, will be responsible for leading our in-person support for executive leadership. As a Tech Support Analyst, you will be responsible for working with your leadership team in developing and carrying out VIP level technology support for all GTIO services and ensuring the delivery of a seamless, simple, high quality support service while improving service value in line with the service vision.

This is an exciting opportunity for an experienced technology leader to help craft the transformation of infrastructure and operations support for critical staff within the McDonalds environment. The ideal candidate for this role will have experience working in a corporate IT environment and providing outstanding support to high-level staff. They should be able to manage and solve all IT-related issues for executives and VIPs, as well as deliver training and support on new technologies and systems. They should have a high level of excellence in demonstrating communication skills, soft skills and interpersonal skills in order to communicate effectively with all levels of staff, from top level executives, admins or any new hire in any department. They should be able to humbly demonstrate one of the critical McDonald’s core values – serve the customer. They will be able to handle stressful situations, put people at ease, manage technology disruption if it occurs, and guide a situation to a clear and fast resolution.

Responsibilities & Accountabilities:

• Provide personal, professional, high quality technical support and advice to company executives and other VIP users
• Deliver fast, seamless technical support wherever executives are (in HQ office, remote, global offices, meetings & events or other locations)
• Install, configure, and troubleshoot hardware, software, and network devices for VIP staff in office or at remote locations
• Upgrade, update or replace hardware and software in use by VIP staff
• Understand, support, troubleshoot and manage or maintain user accounts, permissions, and access rights in accordance with company policy
• Diagnose and troubleshoot any issues related to end user productivity, communication or collaboration tools
• Train end-users on optimal usage of end user tools
• Gather and document requirements for new tools or end user services
• Understand how all IT services work and guide requests or escalations to other teams as needed
• Provide timely status updates on all issues and discerning when escalations need to take place
• Provides input into the technical strategy and governance.
• Provides quality management testing support to all configuration changes and custom improvements.
• Works with the team to handle the backlog of work, delivering value in agile sprints.
• Work closely with the HR team and help with onboarding new hires. Preparing devices, all the way through to onboarding the end user with a thorough tech handover & orientation.
• Familiar with IT Service Management
• A strong knowledge of end user hardware including Windows, macOS, and mobile devices (Android and iOS)
• Have demonstrated experience supporting executive level employees

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.