IT Help Desk Technician

Job Title: IT Help Desk Technician

Reports to: IT Help Desk Manager

Location: Dallas, TX (Plano Area)

FLSA Status: Non Exempt

Compensation: $50,000 – $60,000 per year

Summary:

At Mendocino Farms, we don’t just sell sandwiches – we Sell Happy!

We are a growing restaurant group operating 85 locations nationally, delivering a seamless guest experience through people, process and technology. Our Dallas HQ IT team supports the field operations, back-office systems, and guest-facing technology stack. We are seeking a sharp, service-oriented IT Help Desk Technician who thrives in a fast-paced environment and has or is eager to gain experience with restaurant-specific applications and hardware.

As the IT Help Desk Technician, you will serve as the first line of support for our restaurant teams and corporate staff, focused on day-to-day operational reliability of our point-of-sale systems, back-office applications, devices, and network connections. You will help ensure that our stores and back-office operations can run smoothly by troubleshooting issues, enabling technology deployment, working with vendors, and assisting with application support for key systems such as TOAST, OLO, and others.

Responsibilities:

• Serve as the primary point of contact for IT support requests from restaurant locations and corporate users.
• Log, triage and prioritize incidents in the Zendesk ticketing system, track to resolution and document root causes or recurring issues.
• Perform remote diagnostics and in-person support as needed (store visits, technology installations, network/device resets) for POS terminals, kitchen displays, back-office PCs, mobile/tablet devices, printers, and peripherals.
• Assist with hardware and software rollouts: staging devices, configuring, deploying, coordinating shipping or on-site setup.
• Maintain and update knowledge-base articles, user guides and quick-start documentation tailored for store teams.
• Identify patterns of recurring incidents across the store network; escalate to senior IT/third-party support and contribute to improvement of processes and system stability.
• Collaborate with network, applications, and field-support teams to ensure cohesive service delivery and timely resolution of escalated issues.
• Provide excellent customer service: communicate clearly, manage expectations, follow up with end users to ensure their issues are resolved satisfactorily.
• Track and maintain inventory of devices, peripheral equipment and IT assets in restaurant locations (POS terminals, printers, tablets, etc.).
• Occasionally may be required to respond outside normal hours (store openings, emergencies) depending on business needs.

Qualifications & Skills

Must-Haves:

• 1-2 years of IT support/help desk experience (ideally in a restaurant, hospitality, retail or multi-site environment).
• Strong troubleshooting skills with hardware, network and software issues.
• Excellent verbal and written communication skills; ability to explain technical issues to non-technical users.
• Ability to remain calm under pressure, manage multiple tickets, & prioritize effectively.
• Demonstrated ability to log tickets, track resolution and maintain documentation.

Preferred / Restaurant-specific:

• Experience supporting restaurant POS systems (ideally TOAST or similar), KDS.
• Familiarity with online ordering integrations
• Experience with ticketing systems (Zendesk preferred) remote support tools, Windows OS, networking (TCP/IP, WiFi, VPN).
• Ability to identify recurring issues and contribute to procedural improvements.

Education & Certifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science or related field preferred (or equivalent experience).
• Help Desk/ITIL certification is a plus but not required.

Benefits:

At Mendocino Farms, we believe Selling Happy starts from within. That’s why we offer:

• Competitive Salary
• Annual Bonus
• Meal Privileges—because food should make people feel good!
• Comprehensive Health Benefits & 401k Plan with Company Match
• Paid Vacation to recharge and fuel your best self

Physical Requirements:

• Must be able to lift 50 pounds.
• Sitting / standing 8-14 hours.
• Hand use: single grasping, fine manipulation, pushing and pulling
• Work requires the following motions: bending, twisting, squatting, and reaching