Technical Support Administrator

Technical Support Administrator

The Technical Support Administrator is responsible for ensuring the logging and timely resolution of IT service requests, incidents, and problems by providing Level 1 and Level 2 Helpdesk Support to Cooper’s Hawk restaurant and corporate office team members. Main tasks include troubleshooting and restoring services to hardware and software systems, PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other IT and business systems within the Cooper’s Hawk environment.

This role is part of the Information Technology team, based out of the Restaurant Support Center in Downers Grove, IL, with a flexible rotating schedule and a hybrid environment (minimum of 3 days a week on-site).

• Log, prioritize, and resolve technical incidents and service requests across multi-state restaurant locations and the RSC via phone, email, chat, and Fresh service
• Ensure timely resolution and closure in alignment with SLAs and KPIs

• Diagnose and resolve issues across PCs, POS systems, mobile devices, printers, A/V equipment, and business applications
• Support installation, configuration, and ongoing maintenance of hardware, operating systems, network components, and software applications
• Troubleshoot connectivity (internet, telephony, network) and system performance issues

• Escalate complex issues to internal teams or third‑party vendors as appropriate
• Coordinate with MSPs and vendors delivering on‑site services to ensure high‑quality support

• Provision, configure, and image new or repurposed equipment
• Process hardware and software requests in accordance with IT policies
• Maintain accurate inventory of hardware assets, supplies, and licenses

• Document incidents, troubleshooting steps, and resolutions to drive knowledge sharing
• Create and maintain Knowledge Base articles and user‑facing “how‑to” guides

• Support onboarding/offboarding, including account provisioning, deprovisioning, and access management
• Provide training and guidance to team members on supported systems and applications

• Assist with patch management and deployment of critical updates
• Contribute to the development and improvement of IT processes, procedures, and service delivery standards

• Participate in on‑call rotation (evenings/weekends)
• Occasional travel to restaurant locations for support or new system deployments

• 3+ years of experience in a corporate helpdesk or technical support role
• Strong troubleshooting skills with a structured, methodical approach to problem‑solving
• Excellent customer service mindset and communication skills
• Hands‑on experience with:
  • Windows environments and administration
  • Microsoft 365, Active Directory, and endpoint security tools
  • Desktops, laptops, POS systems, and peripherals
• Foundational networking knowledge (TCP/IP, DNS, DHCP)
• Strong organizational, prioritization, and time management skills
• Ability to communicate technical concepts clearly to non‑technical users
• Adaptability and eagerness to learn new technologies in a fast‑paced environment

• CompTIA A+, Network+, or ITIL certifications
• Experience supporting multi‑unit or hospitality/restaurant environments

$55,000‑$66,000. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity.

• Incredible Discounts:
  • Monthly Dining Allowance
  • 50% Dining and Carryout
  • 40% Retail Wine
  • 20% Retail and Private Events
• Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts—Health and Dependent Care
• Health Savings Account
• Long‑Term Disability;
  Voluntary Short‑Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team…