IT Helpdesk Specialist

Description

The IT Support Specialist is responsible for providing effective technical support and maintaining the organization’s IT infrastructure. The primary focus for this role is supporting a range of software and systems used in our fine dining restaurants and catering operations, including Microsoft Office 365, Microsoft Azure, and other specialized technologies. Commitment to prompt issue resolution and clear and consistent communication to staff is key to ensuring the seamless execution of high-end dining and catering events.

• Provide timely, professional, and effective technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, system access, and network connectivity issues through in-person, phone, email, and remote support methods.
• Serve as the first point of contact for IT-related support requests, ensuring issues are documented, prioritized, escalated appropriately, and resolved within established service expectations.
• Support, maintain, and troubleshoot Microsoft Office 365 applications and services, including Outlook, Teams, One Drive, SharePoint, and user account management functions.
• Install, configure, update, and maintain desktop and laptop computers, printers, mobile devices, peripherals, and other technology equipment used throughout the organization.
• Assist with setup, support, and troubleshooting of technology systems integral to operations, including event management software, catering systems, audiovisual equipment, and point-of-sale (POS) systems.
• Perform routine system maintenance, software installations, updates, patches, and equipment replacements to ensure optimal performance and security compliance.
• Configure user accounts, permissions, passwords, and access rights in accordance with company policies and security standards.
• Support network functionality by assisting with troubleshooting connectivity issues involving Wi‑Fi, VPN access, printers, and other network-connected devices.
• Maintain accurate records of support requests, resolutions, asset inventory, software licensing, and system configurations within designated tracking systems.
• Monitor and maintain IT inventory levels, ensuring equipment is properly tracked, deployed, recovered, and replaced as necessary.
• Create and maintain user guides, technical documentation, and standard troubleshooting procedures to support operational consistency and end‑user self‑service resources.
• Provide basic technical training and guidance to employees on company‑supported hardware, software, cybersecurity awareness, and best practices.
• Coordinate with external vendors and service providers for equipment repairs, software support, warranty claims, and technology‑related services as needed.
• Assist with onboarding and offboarding processes by preparing equipment, provisioning accounts, and ensuring timely access set up or removal.
• Maintain confidentiality and security of company systems, user information, and data in accordance with organizational policies and IT best practices.
• Stay informed on emerging technologies, cybersecurity risks, and industry best practices to support continuous improvement of IT operations and user support services.
• Support special projects, system upgrades, event‑related technology needs, and other operational initiatives as assigned.
• Perform all other duties as assigned.

• Working knowledge of computer hardware, operating systems, networking, and cybersecurity best practices.
• Strong organizational, time‑management, and multitasking skills with the ability to manage competing priorities effectively.
• Self‑directed, dependable, and able to work independently with minimal supervision.
• Strong interpersonal and customer service skills with the ability to build positive working relationships across all levels of the organization.
• Clear and professional verbal and written communication skills, including the ability to explain technical information to non‑technical users.
• Ability to work effectively in a fast‑paced, service‑oriented environment while maintaining professionalism and attention to detail.
• Strong analytical,…