IT Support Technician

We are looking for a hands-on IT Support Technician to keep technology running across our quick-service restaurant locations. You will be the first point of contact for hardware, software, network, and point-of-sale issues, triaging vendors as needed. This is a split role: remote work, diagnosing tickets and administering systems, plus time in restaurants for troubleshooting, new-opening testing, and on-site support.

Above all, this role requires someone who genuinely understands how a restaurant runs, what a lunch rush feels like, why a down register at noon is a different emergency than one at 3 p.m., and how a mis-configured modifier ripples from the line to the guest to the P&L. You can walk into a store, read the operation, and prioritize accordingly.

• Serve as the first point of contact for hardware and software requests from restaurant and corporate employees - in person, by phone, by email, and through the ticketing system.
• Calmly troubleshoot by asking pertinent questions and running diagnostics, then resolve the issue directly or walk the user through the steps remotely.
• Record every problem and resolution in the ticketing system and promptly follow up with users on status.
• Train and instruct store personnel on proper operation of restaurant technology, including after-hours and weekend on-call support as needed.
• Triage by operational impact - a register or kitchen display down during a rush comes before a back-office request.
• Know the full order lifecycle - entry, routing to the line, expo, payment, reporting - and which system owns each step when something breaks.
• Translate operational pain points from general managers and crew into technical fixes and explain technical constraints back in language that works on the line.
• Support the systems store teams rely on shift to shift: labor and scheduling tools, cash handling hardware, drive-thru and kitchen display systems, and temperature monitoring.
• Recommend process and configuration improvements that reduce errors, speed up service, and cut repeat issues at the store level.

• Troubleshoot wired and wireless connectivity across restaurant and office environments - IP addressing, VLANs, firewalls, failover configuration, etc.
• Support and troubleshoot audio, camera, and VOIP/cloud-based phone systems.
• Support M365 administration and configuration and ensure critical systems stay functional and reliable for office and remote users.
• Troubleshoot errors, bugs, and edge cases on the POS and online ordering platform.
• Support menu configuration across POS, digital ordering, and third-party delivery - keeping pricing, modifiers, and routing accurate, including 86ing across all channels.
• Monitor and troubleshoot integrations between ordering, payment, and fulfillment systems, partnering with internal teams and vendors to prevent recurrence.
• Support QA testing for new menu items, system upgrades, and LTOs before go-live.

• Own onboarding and offboarding - user accounts and access permissions across digital platforms, machine imaging, account configuration, and end-user training.
• Maintain equipment inventory, user ownership, and repair tracking for PCs, printers, and mobile devices.
• Maintain documentation - configuration standards, troubleshooting procedures, rollout playbooks, and preventative maintenance programs - for end users and IT staff.

• Assist the IT Director on ongoing and new projects, bringing solid project management skills to new hardware and software rollouts.
• Coordinate, plan, and execute on-site installations for new store openings and reopenings with vendors, and onboard new locations into all systems.

• 1-3 years of relevant work experience, or equivalent education, providing on-site and remote computer support, computer networking, and POS support.
• Experience with point-of-sale software, including equipment installation, configuration, and troubleshooting.
• Direct experience working in a restaurant; QSR or fast-casual strongly preferred, multi-unit a plus. Time spent as a crew member, shift lead, or manager is a real advantage.
• Underst…