IT Systems & Support Specialist

Swensons Drive-Ins is seeking a hands-on IT Systems & Support Specialist to support our corporate office and restaurant locations. This role is responsible for providing day-to-day technical support, maintaining system functionality, and ensuring our restaurant technology runs smoothly.

This is a great opportunity for someone who enjoys problem-solving, supporting end users, and working in a fast-paced multi-location environment.

Key Responsibilities

Technical Support & Troubleshooting

• Provide technical support via phone, email, and ticketing system for corporate and restaurant teams.
• Diagnose and resolve hardware, software, network, and POS-related issues.
• Troubleshoot laptops, PCs, printers, phones, and Point-of-Sale equipment.
• Resolve internet connectivity, device communication, and email issues.
• Escalate complex issues to vendors or higher-level support when needed.

Systems Administration

• Manage Microsoft 365 including user setup, access permissions, and group management.
• Reset passwords and manage MFA credentials.
• Monitor systems and software to ensure proper functionality.
• Maintain support documentation and troubleshooting procedures.

Restaurant Technology Support

• Provide support for POS systems, including printer redirection, terminal assignments, and associate file maintenance.
• Assist with POS conversions, rollouts, and system testing.
• Maintain POS and online ordering system menus, pricing, and promotions.
• Conduct regular restaurant visits for maintenance and break-fix support.

Service Management

• Log and track service requests to ensure timely resolution.
• Participate in after-hours and weekend on-call rotation.
• Work with external vendors and technology partners to resolve issues.

Work Arrangement

This position supports our restaurants and office and will require local travel. This is an onsite flexible role including Akron office and restaurants throughout Ohio.

Individuals in this role must have a flexible schedule that includes the ability to work a variety of opening or mid-shifts, along with working weekends and holidays.

Minimum Requirements

Education

• Associate degree in Computer Science, Information Systems, or related field, or equivalent experience.
• Technical certifications are a plus but not required.

Experience

• 3-5 years of experience providing hands-on and remote IT support.
• Intermediate knowledge of Windows OS, mobile devices (Android & iOS), and desktop systems.
• Experience with Active Directory, Azure, and Microsoft 365 administration.
• Experience with End User Support Microsoft 365
• Basic knowledge of LAN/WAN/VPN networking concepts.
• Familiarity with incident management and ticketing systems.
• Experience with mobile device management (MDM) tools.
• Experience supporting PC, Mac, and server hardware/software.
• Experience working with third-party vendors.
• Restaurant POS system experience a plus.

Skills

• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Strong organizational and documentation skills.

Physical Requirements

• Ability to occasionally lift up to 40 pounds.