Technical Support Analyst - Mobile 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 – Technical 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 organization’s on-site mobile services and support. As a Technical Support Analyst, you will be responsible for working with your leadership team in developing and carrying out corporate mobile device and services support.

This is an exciting opportunity for an experienced technology support person 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 all staff. They should be able to manage and solve all IT-related mobile device and service issues, as well as deliver training and support on new devices and apps. They should have a high level of excellence in demonstrating interpersonal skills, soft skills and social skills in order to communicate effectively with all levels of staff, from top level executives, admins or any new hire in any department. They must 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 lead technical support for corporate mobile devices and services
• Perform mobile device hardware life-cycle management, such as tech refresh
• Lead technician role with the ability to guide and train other technicians on mobile device support as needed
• Ability to work with and be the liaison for outside mobile service providers and their technical support programs or staff
• Manage mobile device inventory, receive and track mobile device orders
• Create and submit orders in online service portals
• Provide personal, professional, high quality technical support and advice to all staff
• Deliver fast, seamless technical support wherever staff are (in HQ office, remote, global offices, meetings & events or other locations)
• Install, configure, and troubleshoot mobile hardware, software, and network devices in office or at remote locations
• Understand, support, troubleshoot and manage or maintain mobile accounts, permissions, and access rights in accordance with company policy
• Train end-users on optimal usage of mobile devices
• 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 quality management, service monitoring, reporting and service level attainment
• 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)

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.