IT Support Specialist

Benefits:

• Competitive salary
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Layne’s Chicken Fingers, founded in 1994, is a fast-growing, cult-favorite chicken brand known for bold flavors, craveable sauces, and a strong sense of community. We’re expanding quickly, and we’re looking for someone who shares our love for chicken and community to help us grow.

The IT Support Analyst delivers high quality customer support to Layne’s corporate and all Franchise restaurant locations. This role provides phone and email support, resolves procedural issues and inquiries, performs POS troubleshooting, supports corporate internal systems, online ordering, 3rd party delivery partners, loyalty and guest satisfaction platforms and ensures all interactions are properly documented through a ticketing system. In this role, the IT Support Analyst also supports new store openings by ensuring upcoming locations are properly equipped with required POS systems, drive‑thru HME systems, structured cabling, voice and data services, and security camera systems.

This role is in person in Frisco, Texas.

• Respond to incoming calls and emails in a timely and professional manner.
• Answer questions related to store operations and perform troubleshooting of hardware and software issues related to POS and store technology systems.
• Provide complete and accurate resolution of support requests by identifying issues, researching solutions, and guiding personnel through timely corrective actions.
• Identify recurring technical issues and escale trends that may impact store operations.
• Accurately document all support interactions within the ticketing system.
• Continuously develop technical knowledge and customer service skills through training and self-development.
• Partner with Layne’s internal teams across departments and organizational levels to proactively identify risks, resolve issues, and support operational readiness.
• Coordinate with external vendors and partners for ordering, deployment, and installation of POS systems and drive‑thru hardware.
• Attend required training sessions, meetings, and team collaboration activities.
• Perform additional duties and special projects as assigned.

• 1–3 years of experience in IT support, Help Desk, or technical support role.
• Experience supporting hardware and software in a business or retail environment.
• Basic troubleshooting experience with POS systems, Windows operating systems, Word Press, Office 365 and common business applications.
• Strong customer service and communication skills, with the ability to support non-technical users.
• Experience using a ticketing system to document and manage support requests.
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment.
• Ability to work independently while collaborating with cross-functional teams.
• Willingness to occasionally work outside normal business hours to support store operations or projects.

• Experience supporting restaurant or retail technology environments.
• Experience supporting POS systems, payment devices, or store network equipment.
• Experience working with telecommunications vendors or coordinating technology installations.
• Basic knowledge of networking concepts (IP addressing, switches, wireless access points).
• Experience supporting multi-location businesses.

• Ability to sit or stand for extended periods of time while working at a computer workstation.
• Ability to continuously view a computer monitor and use a keyboard and mouse to document and manage support requests within a ticketing or case management system.
• Ability to maintain professionalism and composure while working through stressful or time-sensitive situations with co-workers, store personnel, or customers.
• Ability to work occasional overtime, evenings, or weekends based on business needs and store support requirements.

• Competitive salary
• Health, dental, and vision insurance
• Paid time off
• Training & development
• Free Uniforms
• Employee discount