Senior Help Desk Technician

We are seeking an experienced, customer-focused Senior Help Desk Technician to support our Corporate Office, Costa Vida Headquarters restaurants, and FatCats Family Entertainment Centers. This role is responsible for providing advanced technical support, troubleshooting hardware and software issues, resolving network connectivity problems, and ensuring team members have the technology resources they need to deliver exceptional guest experiences.

The ideal candidate has a strong technical expertise, excellent problem-solving skills, and experience supporting a diverse technology environment that includes point-of-sale systems, business applications, workstations, mobile devices, printers, audio/visual equipment, and network-connected devices. This position serves as an escalation point for complex technical issues, works within a Help Desk ticketing system, and may require travel to restaurant and entertainment center locations for onsite support, technology deployments, and new location openings.

Key Responsibilities

• Respond to, prioritize, and resolve support requests through the organization's Help Desk ticketing system.
• Serve as an escalation point for complex technical issues that cannot be resolved by Tier 1 support staff.
• Troubleshoot and resolve hardware, software, network, and peripheral device issues.
• Provide remote and onsite technical support for corporate office employees and field locations.
• Support restaurant and entertainment center technologies, including POS systems, payment devices, workstations, kiosks, printers, televisions, audio/visual equipment, and related technologies.
• Diagnose and resolve wired and wireless network connectivity issues.
• Coordinate with vendors and third-party support providers as necessary.
• Install, configure, and maintain desktop computers, laptops, mobile devices, and associated software.
• Assist with user account administration, access management, Microsoft 365 administration, and endpoint management.
• Document troubleshooting activities, root causes, and resolutions within the ticketing system.
• Create and maintain knowledge base articles, standard operating procedures, and technical documentation.
• Participate in technology deployments, upgrades, infrastructure projects, and new restaurant and Family Entertainment Center openings.
• Travel as needed to support new location openings, including technology installation, configuration, testing, go-live support, and post-opening stabilization.
• Identify recurring issues and recommend process improvements and technology enhancements.
• Maintain a high level of customer service while effectively communicating with both technical and non-technical users.
• Follow established IT policies, procedures, security standards, and best practices.
• Mentor junior support technicians and contribute to team knowledge sharing and development.

Requirements

• 5+ years of experience in a Help Desk, Desktop Support, or IT Support role.
• Experience serving as a senior technician, escalation resource, or team lead.
• Strong troubleshooting and diagnostic skills across multiple technology platforms.
• Strong understanding of networking concepts, including:
• TCP/IP
• DHCP
• DNS
• VLANs
• VPNs
• Wired and wireless networking
• Internet connectivity troubleshooting
• Experience supporting Windows operating systems and Microsoft 365 environments.
• Working knowledge of Active Directory and Microsoft Entra ID (Azure AD).
• Experience with endpoint management platforms and remote support tools.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to create clear and accurate technical documentation.
• Valid driver's license and reliable transportation.
• Ability and willingness to travel periodically, including overnight travel.

Preferred Qualifications

• Experience supporting restaurant, hospitality, retail, or entertainment venue technology environments.
• Experience supporting Point-of-Sale (POS) systems.
• Experience with Microsoft Intune, Group Policy, and device deployment solutions.
• Familiarity with network switches, firewalls, wireless access points, and basic network administration.
• Experience supporting printers, payment terminals, digital signage, and A/V systems.
• Experience participating in infrastructure projects and multi-site technology rollouts.
• Experience supporting cloud-based business applications and SaaS platforms.

Preferred Certifications

Foundational IT Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+

Microsoft Certifications

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified Fundamentals (MS-900)
• Microsoft Azure Fundamentals (AZ-900)

IT Service Management

ITIL Foundation Certification

Physical Requirements

• Ability to sit, stand, walk, bend, kneel, crouch, and climb stairs for extended periods.
• Ability to lift, carry, push, and pull equipment weighing up to 50 pounds.
• Ability to install, maintain, and troubleshoot equipment in network closets, equipment rooms, under desks, and above ceilings.
• Ability to safely use ladders and work at elevated heights when required.
• Ability to travel to corporate offices, restaurant locations, and family entertainment centers.
• Ability to operate a motor vehicle and maintain a valid driver's license.
• Ability to work in a variety of environments, including office settings, restaurants, entertainment centers, and pre-opening construction sites.
• Ability to distinguish colors, read technical documentation, and work with small cables, connectors, and electronic components.
• Ability to perform repetitive hand and wrist movements associated with keyboard, mouse, and mobile device use.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Why Join Us?

This position offers the opportunity to support a dynamic mix of corporate, restaurant, and entertainment environments where technology directly impacts both employee productivity and guest satisfaction. As a Senior Help Desk Technician, you will play a key role in maintaining operational excellence, supporting critical business systems, and helping drive technology improvements across the organization. In addition to daily support responsibilities, you will contribute to the successful launch of new restaurants and Family Entertainment Centers, helping ensure a seamless technology experience from opening day forward.