• Job Description

  Req#: 9041BR

  Job Summary

  The Dining Systems Support Lead is responsible for assisting the Auxiliary Services Technology team with hardware and software implementation, maintenance, and support of the retail systems and devices for Auxiliary Services. This position provides technical support and allows Auxiliary Services businesses to provide efficient service in 20 dining locations, serving over 2800 meals daily, 350,000 OnDemand orders annually, and grossing over $36 million annually through over 4.2 million transactions. This position’s primary focus is on menu item management for online ordering and point of sale systems, data integrity and reporting within point of sale (cashier, kiosk, mobile, and online ordering solutions) and inventory item management. In addition, this role maintains physical readiness of cash registers, scanners, kiosks, kitchen printers, kitchen displays, and credit card terminals, as well as assists in the purchasing and deployment of new hardware.

  This position is also responsible for building and maintaining working relationships with university partners, vendors, and Auxiliary Services business partners. This position is a key member of the Auxiliary Services Technology team and reports directly to the Applications Administrator – Dining Systems & Support.
  
  Please note-this position may require to participate as needed for on-call rotations including evenings and weekends.

  Job Responsibilities

  Technical & Operational Support:

  • Assist with administration of assigned systems, applications, and hardware.
  • Work with team members to troubleshoot technical issues, including monitoring and responding to all system issues and escalating complicated support issues.
  • Assist with the input of all information into retail systems and inventory management systems to meet data integrity, security, reporting, and strategic goals.
  • Establish and maintain strong business relationships with vendors, ITS, and other University partners to implement solutions, resolve technical problems, ensure stability and maintain availability according to business needs, service level agreements.
  • Support and maintain retail and point of sale systems used for financial transactions used within Auxiliary Services business units.
  • Maintain user permissions and security roles.
  • Perform application development and system configurations according to business needs.
  • Assist in the maintenance of capital inventory records for retail systems hardware.
  • Maintain records and perform physical inventory audits for Auxiliary Services PCI compliance purposes.
  • Support receiving, configuration, and deployment of software and hardware.
  • Utilize ticketing system to resolve all break/fix issues for point of sale, inventory management software.
  • Monitor and follow up on any outstanding tickets for customers.
  • Respond to scheduled and on call support calls to meet Service Level Agreement requirements, including rapid response for online ordering menus.

  Agilysys Universal Desktop:

  • Item Creation
  • Price Changes
  • Item Changes
  • Employee Creation/Termination
  • Configuring Specials Screens/Schedules
  • POS Screen Builds
  • Button Builds
  • OD/Kiosk Item Builds
  • Printer/Device Configuration
  • User Access

  Agilysys CBO:

  • Weekly Scheduling
  • Menu Builds
  • Marketing Photos
  • Change Display Names
  • Assist with add/remove items from domain
  • Assist with editing queue/throttle
  • Assist with kiosk configuration
  • Weekly Kiosk Item Management

  Agilysys Interface Server:

  • Support with Agilysys if needed
  • Investigate Printer Logs

  Required Qualifications

  • Associate’s degree or equivalent experience
  • 1-3 years of experience in help desk or other technical support
  • 1-3 years of experience with point of sale systems or equivalent enterprise applications

  Please note: The successful candidate hired for this position will be required to drive on occasion, and therefore will be required, upon hire, to immediately enroll in the NYS LENS program. Candidates can review page 4 of RIT's Safe Driving Policy
  
  Interpersonal Skills:
  •Excellent organizational and time management skills
  •Ability to maintain the confidentiality of sensitive financial and transactional data
  •Ability to work independently and as a member of a team
  •Ability to establish priorities
  •Ability to work effectively with all stakeholders, including leading teams and group sessions
  
  

  Preferred Qualifications

  Technical Skills:
  
  • Higher Education workflow/processes
  • Point of Sale Systems
  • Software ticketing systems

  Required Minimum Education Level

  Associates or Equivalent Experience

  Work Location

  Hybrid — Remote/On-campus

  Shift

  A

  Wage Band

  116H

  FLSA Category

  Non-exempt

  Employment Category

  Fulltime

  Required Application Documents

  Cover Letter, Curriculum Vitae or Resume, List of References

  What do we believe at RIT?

  Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.

  As a member of the RIT community, you'll receive a comprehensive employee benefits package that offers multiple options and access to additional employment advantages. You can tailor your benefit elections to meet your needs (affordable medical/dental/vision benefits; paid vacation/sick time/retirement saving plan with exceptional employer match; and tuition assistance for you and your family, to name a few).

  How To Apply

  In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.
  

  Additional Details

  In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to hr@rit.edu. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

  Hourly/Salary Minimum

  18

  Hourly/Salary Maximum

  30

• About the company

  Rochester Institute of Technology is internationally recognized for academic leadership and is home to 18,000 full- and part-time students in more than 200 career-oriented and professional programs.

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