What are the responsibilities and job description for the IT Field Support Specialist position at Popeyes?
Are you in the South Illinois or Peoria area? Are you looking for an IT role in the restaurant field?
At Popeyes, we're not just serving food—we're serving joy, tradition, and hospitality. Our Help Desk Technicians make sure the technology behind the scenes keeps up with the fast pace of our kitchens and drive-thrus.
In this role, you'll provide essential first-level IT support to ensure our restaurants run smoothly, supporting everything from POS systems to restaurant technology infrastructure.
What We Offer
- Competitive Pay – rewarding your skills and experience
- Comprehensive Benefits – medical, dental, and vision coverage
- Paid Time Off (PTO) – vacation, and holidays*
- Career Growth Opportunities – training and advancement within IT and operations
- Supportive Team Culture – collaborative environment with opportunities to learn and grow
Key Responsibilities
- Deliver first-level support for restaurant operations, including NCR, Aloha, and Sicom (Xenial) POS systems.
- Diagnose and resolve hardware/software issues for registers, computers, laptops, mobile devices, and restaurant equipment (time clocks, headsets, drive-thru timers, order boards).
- Accurately enter and manage tickets, resolving or escalating as needed.
- Respond to requests via phone, email, and remote sessions.
- Support system setups, software installations, and access configurations.
- Troubleshoot connectivity, email, and web access issues for restaurant teams.
- Assist with monitoring and correcting restaurant sales data.
- Provide training and guidance to restaurant and field leaders on applications and system use.
- Participate in rotating Help Desk duties, including outage coordination and project work.
Qualifications
- 1–3 years of experience in an IT Help Desk or related field.
- Strong troubleshooting abilities and remote support skills.
- Knowledge of Microsoft Office Suite, Microsoft Teams, and Windows operating systems.
- Solid understanding of network protocols.
- Excellent communication, patience, and customer service skills.
- Associate's degree in Computer Science/MIS or equivalent experience preferred.
- Prior experience in quick-service restaurant or retail IT support is highly valued.
- Experience with Sicom POS systems is a plus.
We offer a welcoming and inclusive environment to our team members, job applicants, the guests we serve, and the communities we call home. HZ OPS also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.
Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.