What are the responsibilities and job description for the IT Support & Network Specialist (Restaurant Technology) position at Golden Chick?
IT Support & Network Specialist (Restaurant Technology)
Department: Information Technology
Reports To: IT Manager / Director of IT
Location: Richardson, TX (Hybrid/Travel as Needed)
Position Summary
Golden Chick is seeking a highly motivated IT Support & Network Specialist to join our growing IT team. This role combines traditional Help Desk responsibilities with hands-on support for restaurant back-of-house technology, networking, and infrastructure.
The ideal candidate enjoys troubleshooting, providing exceptional customer service, and working with restaurant technology including POS systems, firewalls, networking equipment, printers, kitchen systems, and third-party integrations. This position supports both our Restaurant Support Center and approximately 250 restaurant locations across multiple states.
Key Responsibilities
Help Desk Support
- Provide Tier 1 and Tier 2 technical support via phone, email, and remote support tools.
- Troubleshoot Windows workstations, printers, user accounts, Microsoft 365, and common software issues.
- Resolve support tickets while meeting established SLAs.
- Escalate complex issues when appropriate while maintaining ownership through resolution.
- Create and maintain technical documentation and knowledge base articles.
- Assist with user onboarding, equipment deployment, and account provisioning.
Restaurant Technology Support
- Support POS systems, Kitchen Display Systems (KDS), kitchen printers, payment devices, and back-office applications.
- Assist with restaurant openings, transfers, remodels, and ownership changes.
- Coordinate with restaurant managers, franchisees, and vendors to resolve technology issues.
- Support digital ordering platforms including OLO, third-party delivery, loyalty, and catering integrations.
Network & Infrastructure
- Configure and troubleshoot:
- Firewalls
- Switches
- Wireless Access Points
- VPN connections
- LTE Failover
- ISP connectivity
- Monitor network health and respond to outages.
- Work with ISPs and networking vendors to resolve connectivity issues.
- Support installation and replacement of restaurant networking equipment.
- Maintain network documentation and inventory.
Vendor Coordination
- Coordinate with technology partners including POS, payment processing, networking, telecom, and digital ordering vendors.
- Track vendor tickets through resolution.
- Assist with hardware RMA and equipment replacements.
Required Qualifications
- 2–5 years of IT Help Desk experience
- Experience supporting network infrastructure
- Strong customer service and communication skills
- Experience with:
- Windows 10/11
- Microsoft 365
- Remote support tools
- TCP/IP Networking
- DHCP
- DNS
- VPN
- Wi-Fi
- Routers & Firewalls
- Ability to prioritize multiple issues in a fast-paced environment.
- Willingness to travel occasionally to restaurant locations.
Preferred Qualifications
- Restaurant or retail technology experience
- POS support Experience (Qu, NCR Aloha, Toast, Oracle MICROS, etc.)
- Experience supporting:
- Payment terminals
- Kitchen Display Systems
- Digital menu boards
- OLO or online ordering platforms
- Networking
- Help Desk
Technical Skills
Preferred experience with:
- Microsoft 365
- Windows Server
- Active Directory
- TCP/IP Networking
- Wi-Fi
- VPN
- DNS/DHCP
- Routers & Firewalls
- Network Monitoring Tools
- POS Systems
- Remote Support Software
- Printers & Peripheral Devices
Soft Skills
We're looking for someone who is:
- Customer-focused
- Organized and detail-oriented
- Calm under pressure
- A strong communicator
- Self-motivated
- Team-oriented
- Passionate about solving problems
- Comfortable working directly with restaurant operators and franchisees