I.T. Support Rep

Job Description

An Information Technology Support (ITS) Representative is an individual responsible for certain aspects of IT Support. The IT Support Representative is dedicated to customer support in a highly proprietary software and hardware environment.

This position requires willingness to work days, nights, weekends and holidays as well as on-call rotations. They may participate as part of a team during implementation of new applications/systems or changes at the stores and new store openings.

• Take incoming support calls, answer incoming email support requests from stores and SSC.
• Provide desk side support for SSC team.
• Troubleshoot, resolve and document support issues reported to ITS.
• Work with super users and other IT team areas to identify and troubleshoot issues.
• Work with IT vendors to resolve support issues.
• Work closely with on-site team and/or IT team members during implementations of new hardware, software or upgrades.
• Image, configure and deploy new workstations shipped to stores.
• Utilize monitoring systems to detect down or problem devices.
• Daily review of open or escalated tickets; review, update, follow‑up and close tickets.

• Develop an understanding of the proprietary software applications and hardware used by Dave & Buster’s and Main Event stores and SSC.
• Proficient with Windows 10 operating system.
• Basic knowledge of server products such as Windows Server 2019, Active Directory, Microsoft Management Console.
• Proficient at troubleshooting desktops and laptops.
• Proficient at troubleshooting basic networking problems (tracert, dns, dhcp).
• Proficient with Microsoft Office products, Remote Desktop, VPN applications.
• Knowledge of Adobe products is a plus.
• Knowledge of Micros Res 3700 and Micros Simphony POS platforms and POS hardware is a plus.
• Maintain a professional and helpful attitude towards customers; both internal and external.
• Be proactive; respond to monitoring alerts and email requests in a timely manner.
• Be a self‑starter; do not wait for tasks to be assigned.
• Be detail‑oriented; document troubleshooting steps and resolutions clearly; verify the issue is resolved before moving on.
• Work quickly and efficiently to identify problems and ensure quick resolution.

• Four 10‑hour shifts (or five 8‑hour shifts), with availability on weekdays and weekends. Typical shift falls between 7:00 AM and 10:00 PM, with at least one weekday in‑office.

• Exclusive discounts on food and games at D&B & Main Event.
• Paid Time Off that increases with tenure.
• 10 company holidays (including your birthday) and 2 floating holidays per year.
• Medical, dental, vision and voluntary benefits.
• Part‑time and full‑time benefits available.
• Surgery Plus and Telehealth benefits.
• 401k with company match after 6 months of employment.
• Buster’s Legacy Fund (support during difficult times).
• Employee Assistance Program (EAP) offerings.
• On‑site workout facility.
• Employee Power Card – free video games.

40620 – 54160

We are an equal opportunity employer and participate in E-Verify in states where required.