What are the responsibilities and job description for the IT Analyst - Help Desk Support position at New England Authentic Eats LLC (Papa Gino's / D'Angelo)?
Description
The I.T. Analyst – Help Desk Support plays a critical role in maintaining and supporting the technology infrastructure that powers our Quick Service Restaurant (QSR) operations. This individual provides first-line technical support to restaurant and corporate staff, ensuring that all systems—including POS terminals, network devices, kiosks, mobile ordering, and digital signage—operate efficiently and reliably.
The ideal candidate will have a strong understanding of QSR technology systems, exceptional troubleshooting skills, and a customer service mindset to assist both restaurant and corporate team members.
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Key Responsibilities
Technical Support & Help Desk
- Provide first and second-level technical support to restaurant and corporate users via phone, email, and remote tools.
- Respond promptly to help desk tickets, troubleshoot issues, and ensure timely resolution.
- Document all support interactions and maintain accurate records in the ticketing system.
- Assist with the setup, maintenance, and troubleshooting of POS systems.
- Support hardware and software installation, configuration, and upgrades.
Network & Systems Maintenance
- Monitor and support network connectivity across restaurant locations (routers, switches, firewalls, and wireless access points).
- Work with external vendors or service providers to resolve network and system outages.
- Ensure backup systems and data recovery protocols are in place and functioning.
- Maintain endpoint security compliance, including antivirus and patch management.
Restaurant Technology Support
- Provide technical support for QSR-specific systems such as online ordering, delivery integrations, loyalty programs, and payment processing.
- Assist with technology rollouts, including POS upgrades and new location openings.
- Coordinate with operations and training teams to ensure smooth adoption of new technology solutions.
Documentation & Training
- Create and update technical documentation, FAQs, and user guides for restaurant staff.
- Assist in training employees on basic troubleshooting procedures and best practices.
- Identify recurring issues and recommend long-term solutions or system improvements.
Requirements
Education & Experience
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- 2–4 years of I.T. support experience, preferably in the Quick Service Restaurant, hospitality, or retail sectors.
- Experience supporting POS systems (e.g. Toast.) and restaurant network environments.
Technical Skills
- Proficiency with Windows OS, Microsoft 365, and remote support tools.
- Strong understanding of TCP/IP networking, VPNs, and Wi-Fi management.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
- Familiarity with restaurant hardware peripherals (printers, scanners, KDS, tablets).
Soft Skills
- Excellent problem-solving and analytical skills.
- Strong communication and customer service orientation.
- Ability to work under pressure in a fast-paced, service-driven environment.
- Flexible schedule availability to support restaurant operations (nights/weekends if needed).
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Preferred Certifications
- CompTIA A , Network , or similar certification.
- ITIL Foundation certification (preferred but not required).
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Work Environment
- Hybrid
- Occasional travel to restaurant sites for installations, maintenance, or support.
Salary : $60,000 - $62,000