IT Support Technician

An organization in the hospitality and restaurant industry is seeking an IT Support Technician to provide first- and second-level technical support for multiple business locations. This role supports restaurant and operational technology environments by troubleshooting technical issues, maintaining systems, and ensuring business-critical applications and infrastructure operate efficiently.

The IT Support Technician will collaborate with infrastructure and operations teams to resolve technical problems, support end users, and maintain a high level of system availability across locations.

• Provide Tier 1 and Tier 2 technical support for end users across multiple locations.
• Troubleshoot and resolve hardware, software, and connectivity issues using established troubleshooting methods.
• Perform hands‑on support activities such as installing and upgrading software, installing hardware, and configuring systems and applications.
• Provide remote troubleshooting support using phone, remote management tools, and other support technologies.
• Perform preventative maintenance on workstations, laptops, printers, and related peripherals.
• Coordinate warranty repairs with approved vendors and service partners.
• Provision and configure new user accounts, including domain access, email accounts, and group memberships.
• Image and configure new workstations and laptops for employee use.
• Maintain and update internal knowledge base documentation related to troubleshooting procedures and technical solutions.

• Record, track, and document technical issues and resolutions in the help desk or ticketing system.
• Maintain accurate records of troubleshooting steps, actions taken, and outcomes for each service request.

• Some college coursework and/or completion of a technical training program.
• 2+ years of experience working in an IT Service Desk or Help Desk environment.
• Experience supporting Windows operating systems (Windows 7/10 or later).
• 2+ years of experience with Active Directory
  , including user and group management.
• Understanding of basic networking principles
  .
• Knowledge of computer hardware including:
• Desktop and laptop systems
• Networking equipment
• Wireless access points
• Printers and peripherals

• Experience with IT service management or CRM tools (e.g., Ivanti Service Manager, HEAT, or similar).
• Relevant technical certifications such as CompTIA A+, Network+, HDI, or Microsoft certifications
  .
• Experience supporting point-of-sale systems or restaurant applications
  .
• Experience with systems lifecycle management or endpoint management tools.
• Basic scripting knowledge using Power Shell, VBScript, or batch scripting
  .
• Strong written and verbal communication skills.
• Customer-focused mindset with a service-oriented approach.
• Ability to maintain confidentiality and handle sensitive information with integrity.
• Strong troubleshooting and analytical problem‑solving skills.
• Ability to work both independently and collaboratively within a team environment.

This role supports a distributed operational environment and may involve supporting multiple locations and end users across business units. Candidates should be comfortable working in a fast‑paced environment and providing responsive support for business-critical systems.