IT Support Technician

An organization in the hospitality and restaurant industry is seeking an IT Support Technician to provide first- and second-level technical support for multiple business locations. This role supports restaurant and operational technology environments by troubleshooting technical issues, maintaining systems, and ensuring business-critical applications and infrastructure operate efficiently.

The IT Support Technician will collaborate with infrastructure and operations teams to resolve technical problems, support end users, and maintain a high level of system availability across locations.

Technical Support (Approximately 80%)

• Provide Tier 1 and Tier 2 technical support for end users across multiple locations.

• Troubleshoot and resolve hardware, software, and connectivity issues using established troubleshooting methods.

• Perform hands-on support activities such as installing and upgrading software, installing hardware, and configuring systems and applications.

• Provide remote troubleshooting support using phone, remote management tools, and other support technologies.

• Perform preventative maintenance on workstations, laptops, printers, and related peripherals.

• Coordinate warranty repairs with approved vendors and service partners.

• Provision and configure new user accounts, including domain access, email accounts, and group memberships.

• Image and configure new workstations and laptops for employee use.

• Maintain and update internal knowledge base documentation related to troubleshooting procedures and technical solutions.

Documentation & Process Management (Approximately 20%)

• Record, track, and document technical issues and resolutions in the help desk or ticketing system.

• Maintain accurate records of troubleshooting steps, actions taken, and outcomes for each service request.

• Some college coursework and/or completion of a technical training program.

• 2 years of experience working in an IT Service Desk or Help Desk environment.

• Experience supporting Windows operating systems (Windows 7/10 or later).

• Experience troubleshooting Microsoft Office applications (e.g., Excel).

• 2 years of experience with Active Directory, including user and group management.

• Understanding of basic networking principles.

• Knowledge of computer hardware including:

  • Desktop and laptop systems

  • Networking equipment

  • Wireless access points

  • Printers and peripherals

  • Point-of-sale (POS) systems

• Experience with IT service management or CRM tools (e.g., Ivanti Service Manager, HEAT, or similar).

• Relevant technical certifications such as CompTIA A , Network , HDI, or Microsoft certifications.

• Experience supporting point-of-sale systems or restaurant applications.

• Experience with systems lifecycle management or endpoint management tools.

• Basic scripting knowledge using PowerShell, VBScript, or batch scripting.

• Strong written and verbal communication skills.

• Customer-focused mindset with a service-oriented approach.

• Ability to maintain confidentiality and handle sensitive information with integrity.

• Strong troubleshooting and analytical problem-solving skills.

• Ability to work both independently and collaboratively within a team environment.

This role supports a distributed operational environment and may involve supporting multiple locations and end users across business units. Candidates should be comfortable working in a fast-paced environment and providing responsive support for business-critical systems.