Senior Help Desk Technician
Listed on 2026-06-06
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IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Description
We are seeking an experienced, customer-focused Senior Help Desk Technician to support our Corporate Office, Costa Vida Headquarters restaurants, and Fat Cats Family Entertainment Centers. This role is responsible for providing advanced technical support, troubleshooting hardware and software issues, resolving network connectivity problems, and ensuring team members have the technology resources they need to deliver exceptional guest experiences.
The ideal candidate has a strong technical expertise, excellent problem‑solving skills, and experience supporting a diverse technology environment that includes point‑of‑sale systems, business applications, workstations, mobile devices, printers, audio/visual equipment, and network‑connected devices. This position serves as an escalation point for complex technical issues, works within a Help Desk ticketing system, and may require travel to restaurant and entertainment center locations for onsite support, technology deployments, and new location openings.
Key Responsibilities- Respond to, prioritize, and resolve support requests through the organization's Help Desk ticketing system.
- Serve as an escalation point for complex technical issues that cannot be resolved by Tier 1 support staff.
- Troubleshoot and resolve hardware, software, network, and peripheral device issues.
- Provide remote and onsite technical support for corporate office employees and field locations.
- Support restaurant and entertainment center technologies, including POS systems, payment devices, workstations, kiosks, printers, televisions, audio/visual equipment, and related technologies.
- Diagnose and resolve wired and wireless network connectivity issues.
- Coordinate with vendors and third‑party support providers as necessary.
- Install, configure, and maintain desktop computers, laptops, mobile devices, and associated software.
- Assist with user account administration, access management, Microsoft 365 administration, and endpoint management.
- Document troubleshooting activities, root causes, and resolutions within the ticketing system.
- Create and maintain knowledge base articles, standard operating procedures, and technical documentation.
- Participate in technology deployments, upgrades, infrastructure projects, and new restaurant and Family Entertainment Center openings.
- Travel as needed to support new location openings, including technology installation, configuration, testing, go‑live support, and post‑opening stabilization.
- Identify recurring issues and recommend process improvements and technology enhancements.
- Maintain a high level of customer service while effectively communicating with both technical and non-technical users.
- Follow established IT policies, procedures, security standards, and best practices.
- Mentor junior support technicians and contribute to team knowledge sharing and development.
- 5+ years of experience in a Help Desk, Desktop Support, or IT Support role.
- Experience serving as a senior technician, escalation resource, or team lead.
- Strong troubleshooting and diagnostic skills across multiple technology platforms.
- Strong understanding of networking concepts, including:
- TCP/IP
- DHCP
- DNS
- VLANs
- VPNs
- Wired and wireless networking
- Internet connectivity troubleshooting
- Experience supporting Windows operating systems and Microsoft 365 environments.
- Working knowledge of Active Directory and Microsoft Entra (Azure AD).
- Experience with endpoint management platforms and remote support tools.
- Ability to prioritize and manage multiple support requests in a fast‑paced environment.
- Strong written and verbal communication skills.
- Ability to create clear and accurate technical documentation.
- Valid driver's license and reliable transportation.
- Ability and willingness to travel periodically, including overnight travel.
- Experience supporting restaurant, hospitality, retail, or entertainment venue technology environments.
- Experience supporting Point‑of‑Sale (POS) systems.
- Experience with Microsoft Intune, Group Policy, and device deployment solutions.
- Familiarity with network switches, firewalls, wireless access points, and basic network administration.
- Experience supporting…
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