Job Details

Summary

The IT Support Technician performs routine maintenance, repair and installations of all restaurant technologies. Daily duties include help desk ticket management, problem diagnosis, repair and/or replacement, as well as preventative maintenance when appropriate. Special projects include installing and troubleshooting new technologies as well as full IT/POS installations at new locations. Willingness to understand POS systems, drive-thru communication and timer systems, security camera systems, music systems, etc.

Essential Functions and Key Position Accountabilities

• Manages ongoing help desk tickets and/or receives daily instructions and assignments.
• Diagnoses IT/POS problems and provides helpful and timely support to resolve.
• Repairs IT/POS equipment correctly; records repairs and communicates status with manager on duty.
• Provides timely updates and detailed progress to issues if not initially resolved.
• Conducts basic programming to set-up POS & restaurant technology equipment.
• Provides assistance in maintaining restaurant network connectivity and security.
• Coordinates and performs firewall, network switch, and wireless access point installs, adds, moves, and changes in accordance with user timing and needs.
• Familiarity with mobile device technology and mobile device management services (MDM)
• Provides implementation, configuration, monitoring and troubleshooting activities for network hardware and software at store locations.
• Resolves complex networking issues over multiple hardware and software environments in an expedient manner.
• Assists with planning, installation, troubleshooting and ongoing support on special projects.
• Assists with POS hardware upgrades and installations, network devices and software installations.
• Ability to work with minimal supervision.
• Ability to maintain and repair equipment (multi-vendor)
• Troubleshoots and identifies root cause of issues
• Able to create, maintain, and update applicable technical documentation
• Travel regularly to restaurants for on-site visits
• Performs a wide range of hardware installation tasks; mounting monitors, cash drawers, network racks, shelving, cameras, speakers, etc.
• Demonstrates proficiency with a variety of materials - tile, stone, concrete, FRP, stainless steel; mounting to and drilling thru as needed.
• Accessible for On-Call emergency support (may be remotely if applicable or on-site)
  • Excellent organizational and prioritization skills, including the ability to manage multiple tasks/projects at one time
  • Adapts to changes in work assignments and environment, is willing to assume additional responsibility and learn new processes
  • Support special projects and other designated activities, as assigned. Performs other related duties and projects as assigned by Manager

Minimum Qualifications

EDUCATION

1. This position prefers a Bachelor's degree in IT or Technical Trade School Training. Experience in lieu of education is acceptable.

LICENSURE/CERTIFICATION

1. Must have a valid Driver's License

EXPERIENCE

1. This position requires one to three years IT experience, preferably in a restaurant or service industry environment.

KNOWLEDGE/SKILLS/ABILITIES

1. Communication
   1. Requires ability to communicate effectively in English both verbally and in writing.
   2. Ability to follow appropriate communication channels.
2. Team Building/Interpersonal Skills
   1. Demonstrates competency by maintaining positive, collaborative, and constructive interpersonal relationships. Understands and practices the principles of effective teamwork.
3. Work Prioritization/Flexibility/Adaptability
   1. Demonstrates ability to prioritize work assignments and meet productivity and quality standards.
   2. Adapts easily to changes in work assignments and environment, is willing to assume additional responsibility and learn new procedures
   3. Effective organizational and analytical skills
4. Computer/Office Skills
   1. Ability to use standard office equipment including computers, telephones, copiers and fax machines.
   2. Intermediate proficiency with MS Office products including Word, Excel and Outlook required. Working knowledge of Windows OS. Experience with Zendesk platform and Aloha Configuration Center a plus.
   3. Proficient keyboarding skills required.