Information Technology Technician

Information Technology Technician

Join Wake Up, Inc., as an Information Technology Technician and become the hands-on technical support that keeps systems, stores, and teams connected. In this role you will maintain, troubleshoot, and support networks, POS hardware and menus, communication systems, marketing signs, the website and Company apps (including customer app registration), backups, and cybersecurity practices across store locations. Reporting to the Lead Information Technology & Graphic Design, you will perform preventative maintenance, resolve issues quickly, document work, and deliver responsive support that minimizes downtime. Equally important, you will represent our brand through professional, positive interactions with employees, vendors, customers, and store teams, whether on-site, by phone, or via email. You excel in a fast-paced environment, communicate clearly, and willingly assist with organizational and operational needs. If you take pride in keeping technology running reliably so great coffee and customer experiences never stop, we would love to have you on the team.

We are a dynamic local coffee company crafting top-notch brews with honesty and quality at heart. We wow customers with individualized service, spark community connections, and thrive on creativity and teamwork. Join our fun, supportive team to spread joy, one bold sip at a time!

Required Talents and Skills:

• Demonstrates excellent time management skills and ability to multitask and prioritize
• Demonstrated ability to work in a fast-paced environment with constant interruptions
• Ability to sit or stand for long periods of time at a workstation or while providing on-site support
• Ability to lift 50 pounds
• Ability to speak English proficiently
• Strong technical aptitude with hardware, software, networks, and POS systems
• Working understanding of cybersecurity basics, including MFA, backups, updates, and PCI awareness
• Excellent problem-solving skills
• Excellent verbal and written communication skills
• Excellent customer service skills
• High School diploma or GED preferred; related IT certifications a plus; graphics background preferred; barista skills appreciated

Minimum Qualifications:

• 1–3+ years of IT support, help-desk, systems, networking, or related experience. Experience with Shopify, UniFi, Xenial, Genius, Paytronix, and Drippos helpful. Experience driving an English double-decker bus would be amazing
• Pass a criminal background check
• Valid State Driver's license required; travel between stores is required. This is not a remote-working position
• I-9 Employment eligibility in compliance with the Immigrations Reform and Control Act
• Completion of all required trainings within thirty (30) calendar days from hire date
• Essential mathematical skills
• Ability to follow directions
• Ability to maintain a professional appearance and manner
• Self-motivated and inspiring
• Ability to learn quickly
• Ability to engage with a wide variety of people on various issues
• Availability during and after operational hours as needed (may include nights, weekends, and holidays for system issues)

Essential Job Functions:

This list of essential job functions is not exhaustive and may be supplemented as necessary. Depending upon individual assignment, the employee may perform all or a combination of several of the following duties:

• Assists in maintaining the website, Company apps (including customer app registration and support), communication systems, POS hardware/menus, and networks to current industry standards under the direction of the Lead
• Supports system stability, security, and limited/no downtime; helps implement and test redundant payment and network systems
• Assists with enforcement of Multi-Factor Authentication (MFA) and compliance with IT cybersecurity standards (insurance and industry requirements)
• Supports bi-annual security and phishing training for employees, including logistics, materials, and completion tracking
• Maintains backups; performs routine updates to equipment, software, and security measures; monitors security systems at store locations
• Tracks and monitors IT hardware inventory; supports payment card industry (PCI) compliance efforts
• Onboards new employees on all company technology; provides first-line IT training and support for systems, products, promotions, and policies; escalates complex issues to the Lead
• Helps execute technology safety, security, and compliance activities, including monitoring, basic troubleshooting, and documentation
• Provides IT support and advanced provisioning of card readers, POS systems, networks, iPads, and Chromebooks; troubleshoots card readers and related payment hardware; installs, configures, troubleshoots, and repairs hardware and software; responds to help-desk tickets and on-site store support needs
• Documents issues, resolutions, inventory, and maintenance activities; maintains clear records for audits and handoffs
• Orders necessary supplies, tools, and/or products as needed for IT service and repair; maintains a clean and safe work environment
• Improves support quality, response time, and technology maintenance costs where possible

Other General Responsibilities:

• Works with integrity, honesty and knowledge that promote the culture, values and mission of the Company
• Helps to create positive, enthusiastic, and well-trained company culture by providing an informed, honest, and optimistic example for the team
• Responds appropriately to ideas, concerns, complaints, and comments from staff
• Demonstrates personal characteristics of flexibility, high-stress tolerance, reliability, punctuality, and dependability
• Executes clear and open communication with team members, peers, and management
• Works to assist with improving store technology operations
• Handles sensitive information in a confidential manner, but with the understanding that requiring employees' confidentiality as to good faith workplace misconduct claims is prohibited
• Handles multiple projects and tasks at one time
• Develops and maintains positive relationships with partners (vendors)
• Remain current with applicable technology, security, and operational standards
• Ensure regulatory compliance as appropriate
• Compliance with all federal, state and local laws
• Assists with training needs regarding systems use and support
• Maintains regular and consistent presence, attendance, and punctuality with or without reasonable accommodation
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Other tasks and duties as assigned

Customer Service:

• Delivers legendary customer service to all employees and customers. Discovers and responds to employee and store technology needs, including explaining the use of new and established systems
• Engages with management to meet and exceed their expectations
• Provides consistent experience for employees
• Upholds and maintains the execution of the Food & Beverage standards, all Company brand standards and food safety standards
• Maintains a calm demeanor during high volume or unusual events to keep store operating to standard
• Provide a friendly and efficient experience

Essential Physical Demands:

• Sit or stand at a workstation for long periods working on a computer, or stand/walk for extended periods while providing on-site support.
• Lift, carry, push, or pull up to 50 pounds (e.g., equipment, hardware, supplies).
• Perform repetitive motions, including reaching, bending, stooping, kneeling, and twisting.
• Operate computers, point of sale (POS) hardware, networking equipment, and related tools with hand strength and dexterity.
• Work in varying temperatures and a moderately noisy environment; travel between store locations as required (this is not a remote-working position).
• Climb ladders and reach as needed for cabling, equipment installs, and maintenance tasks.
• Work in adverse weather conditions for on-site support or repairs, if applicable.

Work Environment:

This role requires regular travel between stores for on-site support, installs, provisioning, and troubleshooting. It is not a remote-working position. May involve dealing with urgent system issues. Noise level is acceptable and varies with activity. We prioritize a safe, supportive, and team-oriented culture where every employee thrives.

Compensation and Benefits:

• Hourly Wage Range: $25.00 - $36.00
• Benefits: Medical, vision, dental, prescription, and