Enterprise Technology Associate

When you join Culver Franchising System's growing Information Technology team as an Enterprise Technology Associate, you'll be the first point of contact for technology-related issues and requests from restaurant teams, Support Center team members, and guests. You will support user access administration, service request fulfillment, documentation, and issue resolution while ensuring efficient support operations and exceptional customer service.

Essential Functions:

Help Desk Support

• Provide first-level technical support for internal Support Center team members, and restaurant teams by receiving, documenting, triaging, and routing technology-related requests and incidents


• Perform installs or upgrades of software or devices and reset passwords


• Monitor help desk ticket queues to ensure timely response, accurate documentation, adherence to Service Level Agreements (SLAs), and appropriate escalation when needed


• Coordinate with internal support teams and third-party vendors to track issue resolution, communicate status updates, and identify support concerns requiring escalation


• Perform initial troubleshooting of hardware, software, access, and technology-related issues, gathering information necessary for efficient resolution by appropriate IT teams


• When ticket escalation is necessary, gather and document relevant information including screenshots, error messages, and reproduction steps to support efficient issue resolution

IT Governance Support

• Support user identity and access administration by creating, modifying, and deactivating user accounts within designated systems according to established policies


• Identify recurring issues, trends, and opportunities for playbook, knowledge base, and Operations Manual content updates and additions


• Perform data entry for new Culver’s restaurant locations across multiple systems and services


• Support the intake, processing, and routing of Data Subject Access Requests and other technology-related administrative processes in accordance with established procedures

Requirements:

• Associate degree in computer science, information technology, or related field


• 1-3 years of related experience, or equivalent combination of education and experience


• Strong customer service skills with the ability to provide professional and courteous support to technical and non-technical users


• Basic understanding of computer hardware, software, and common business technology applications


• Working knowledge of Windows desktop operating systems and common productivity software


• Basic understanding of networking fundamentals (IP addressing, DNS, DHCP, wireless connectivity)


• Demonstrated ability to explain technical concepts to non-technical users in plain language


• Strong written communication skills sufficient to produce clear ticket documentation

Additional Information:

To be considered for this opportunity, please make sure to attach your resume to your application.

Starting Pay Range: $25.00-$27.00 per hour commensurate with experience.
Classification: Non-Exempt/Hourly, full-time position.

This role includes a generous incentive bonus based on business results and individual success. We also offer workplace flexibility including flexible work hours and a hybrid work model. Join us at our beautiful Support Center in Prairie du Sac, Wisconsin right on the Wisconsin River, just a short drive from Madison!

Culver Franchising System is an Equal Opportunity Employer, and we use E-Verify to confirm the identity and employment eligibility of all new team members.