Help Desk Technician

Help Desk Support (Part-Time, Remote – Evening Swing Shift)

Our Client an Enterprise-Level Retail Group is seeking a motivated and tech-savvy Help Desk Support professional to join our Information Technology team on a part-time basis. This is an excellent opportunity for someone looking to gain hands-on experience in a fast-paced, high-volume environment while delivering critical support to our retail operations.

If you have a passion for troubleshooting, excellent customer service skills, and want to work remotely during evening hours, we’d love to hear from you. Recent IT graduates and entry-level candidates with a strong technical foundation are encouraged to apply.

Position Details

• Position: Help Desk Support
• Department: Information Technology
• Reports To: Help Desk Manager
• Employment Type: Part-Time
• Location: Fully Remote (U.S.-based)
• Schedule:
• Tuesday – Thursday: 5:00 PM – 10:00 PM
• Friday & Saturday: 3:00 PM – 10:00 PM
• Pay: $25 – $28 per hour (based on experience)

About the Role

As a Help Desk Support team member, you will be the frontline technical resource for our retail locations across the country. You’ll troubleshoot issues quickly, manage support tickets, and help keep our Point-of-Sale (POS) systems, networks, and applications running smoothly so our teams can focus on delivering exceptional guest experiences.

Key Responsibilities

• Deliver prompt, professional technical support to restaurant managers and staff, resolving escalated issues efficiently.
• Troubleshoot network connectivity problems (DSL, firewalls, access points) to minimize downtime.
• Support key restaurant systems including PeachWorks (food cost/inventory module), Simphony, Micros POS, custom store applications, and the Olo online ordering platform.
• Monitor and manage the helpdesk ticketing system (Zendesk experience preferred), accurately documenting issues, prioritizing tickets, and escalating to vendors or internal teams when needed.
• Diagnose and resolve hardware and peripheral issues, coordinating with vendors for replacements or repairs.
• Oversee daily data transfers from restaurant endpoints to corporate databases, ensuring accuracy and integrity.
• Collaborate with IT team members and third-party vendors to achieve timely resolutions and continuously improve support processes.
• Provide outstanding customer service with a calm, solutions-focused approach in every interaction.

Qualifications

Required:

• Associate’s degree in Information Technology, Computer Science, or a related field (Bachelor’s degree strongly preferred).
• 1–2 years of experience in helpdesk, technical support, or a similar role (entry-level candidates with a strong IT degree and relevant internships/project experience will be considered).
• Solid understanding of networking concepts and troubleshooting methodologies.
• Proven ability to diagnose and resolve hardware and software issues.
• Excellent written and verbal communication skills with a customer-first mindset.
• Comfort working independently in a remote environment while remaining highly responsive.
• Availability for the scheduled swing shift, including Friday and Saturday evenings.
• Willingness to provide occasional rotational weekend/holiday coverage outside regular hours.

Preferred (but not required):

• Experience with restaurant POS systems (Simphony, Micros) or PeachWorks.
• Familiarity with Zendesk or similar ticketing platforms.
• Knowledge of Windows security practices and patch management.
• Experience with data management processes.

What We Offer

• Competitive hourly pay with room for growth.
• Fully remote work – no commute!
• Opportunity to gain valuable, real-world experience supporting enterprise restaurant technology.
• Collaborative team environment with mentorship from experienced IT professionals.
• The chance to make a direct impact on daily restaurant operations at scale.

If you’re a quick learner who thrives in a dynamic environment and enjoys helping others succeed through technology, we want to talk to you.

To apply, please submit your resume and a brief note about why you’re interested in this role. We are looking to fill this position immediately and will review applications on a rolling basis.