Desktop Specialist

Job Description: Desktop Support Engineer – POS Installation

Company/Client: Dunkin’ Donuts

Job Summary

We are looking for a Desktop Support Engineer to provide IT support, install and configure Point of Sale (POS) systems, and maintain IT infrastructure across Dunkin’ Donuts stores. The role involves hardware installation, software configuration, troubleshooting, and ensuring smooth store operations.

Key Responsibilities1. POS Installation and Support

• Install, configure, and maintain POS systems in Dunkin’ Donuts stores.
• Set up POS terminals, receipt printers, barcode scanners, cash drawers, and payment terminals.
• Install and configure POS software according to company requirements.
• Troubleshoot POS hardware, software, billing, and transaction issues.
• Test POS systems before store opening and ensure proper billing operations.
• Coordinate with POS vendors and technical teams to resolve issues.

2. Desktop and Hardware Support

• Install and configure desktops, laptops, monitors, keyboards, and other IT peripherals.
• Install operating systems, drivers, applications, and security updates.
• Troubleshoot hardware, software, and system performance issues.
• Perform hardware replacement, preventive maintenance, and system upgrades.

3. Network and Connectivity Support

• Troubleshoot LAN, Wi-Fi, internet, and network connectivity issues.
• Configure and test network cables, switches, routers, and POS connectivity.
• Coordinate with network teams to resolve store connectivity problems.
• Support printers and other network-connected devices.

4. Store IT Operations

• Provide on-site and remote IT support to store employees.
• Ensure POS systems and other IT equipment are operational during business hours.
• Support new store openings, including IT equipment installation and testing.
• Maintain IT asset inventories and installation documentation.
• Log incidents, track service requests, and follow up until resolution.
• Escalate critical issues to the relevant support teams.

5. Security and Documentation

• Follow company IT security policies and access-control procedures.
• Maintain records of hardware installations, configurations, and troubleshooting.
• Protect customer payment information and follow applicable payment-security procedures.

Required Skills

• Knowledge of Windows desktop operating systems.
• Experience with POS installation and troubleshooting.
• Knowledge of printers, scanners, cash drawers, and payment terminals.
• Basic networking knowledge: TCP/IP, LAN, Wi-Fi, DHCP, and DNS.
• Hardware and software troubleshooting skills.
• Good communication and customer-service skills.
• Ability to travel to multiple stores when required.