Information Technology Technician

Information Technology Technician

Position Summary

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.

About Wake Up Call

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!

Key Responsibilities

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:

Responsibilities:

• 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 pharmacy benefits and 401K option, each available after meeting qualifying plan standards and requirements.
• Paid Time Off (PTO):

(PTO1): Accrual rate .0442 PTO hours per 1 hour worked, Maximum PTO Bank of 92 hours, Carry over 80 hours on January 1 of the new year.


(PTO2): Accrual rate .0673 PTO hours per 1 hour worked, Maximum PTO Bank of 140 hours, Carry over 80 hours on January 1 of the new year.


(PTO3): Accrual rate .0866 PTO hours per 1 hour worked, Maximum PTO Bank of 180 hours, Carry over 120 hours on January 1 of the new year.

• Additional Perks: Employee discounts, shift drink, monthly personal mobile device stipend $35, periodic in-store credit, and ongoing training for technology and career growth.

Evaluation and Performance Review

The Information Technology Technician shall be evaluated within 90 days of hire and annually thereafter, based on Company satisfaction, adherence to standards, support quality, documentation, and team contributions.

Classification

• Shift Type : Variable Hour, Non-exempt. Regular Full-Time.
• Location : Travel between stores required; not a remote-working position.
• Employment Status: At-will employment. Wake Up Call does not hire employees for, nor guarantees employees work in a specific position or work shift. Employment and compensation can be terminated with or without cause, and with or without notice, at any time, at the option of Wake Up Call or the employee.

Wake Up Call is an equal opportunity employer. We prohibit discrimination based on race, color, religion, sex, national origin, age (40+), disability, veteran status, or any other protected characteristic. We welcome and encourage applications from all qualified individuals.

Espresso Service Technician (Tri Cities, Walla Walla, Yakima)

Job Description

Service Technician

Position Summary

The Service Technician (ST) is responsible for providing service, repairs, preventative maintenance and technical support using solid mechanical aptitude and equipment repair knowledge and experience. The ST's core position remains that of a service technician. Supports others through a variety of tasks related to organization, communication, repairs and technical service. Familiar with a variety of Wake Up Call's concepts, culture, practices and procedures. Ability to effectively communicate via phone, email and in-person interactions ensuring that all ST duties are completed accurately and delivered with a high quality and in a timely manner. The ST is expected to foster the Wake Up Culture throughout the company. The ST reports to the Lead Service Technician, Director of Operations or designee.

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 stand for long periods of time
• Ability to lift 75 pounds
• Ability to speak English proficiently
• Strong mechanical aptitude
• Intermediate to advanced understanding of electrical theory and application
• Excellent problem-solving skills
• Excellent verbal communication skills
• Excellent customer service skills
• High School diploma or GED preferred

Minimum Qualifications:

• 2+ years of experience in the industry
• Pass a criminal background check
• Valid State Driver's license or evidence of mobility
• I-9 Employment eligibility in compliance with the Immigrations Reform and Control Act
• Completion of all required trainings with in 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 (includes nights, weekends & holidays)

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:

Responsibilities:

• Monitors equipment based on preventative maintenance and following up on repair requests
• Diagnose and repair a wide variety of commercial restaurant equipment
• Assist with acquisition and review for all store equipment
• Assist with equipment inventory ordering, ensuring product standards and availability
• Ensure proper execution of new equipment and preventative maintenance within stores
• Assist with equipment safety & sanitation Inspections and follow up when required
• Assist with the maintenance and preventative maintenance of all equipment; including fixing any equipment that needs repair
• Ensure the timely completion of preventative maintenance compliance and effectiveness
• Ensure a clean and safe work environment
• Order necessary supplies, tools, and/or products as needed for service and repair
• Responsible to maintain clean and sanitized equipment and workspace
• Improves repair and maintenance costs

Other General Responsibilities

• Works with integrity, honesty and knowledge that promote the culture, values and mission of Wake Up Call
• 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 baristas and management
• Works to assist with improving store 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 State Health and Food Safety standards
• Ensure regulatory compliance as appropriate
• Compliance with all federal, state and local laws
• Assists with training needs regarding equipment use and service
• 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. Discovers and responds to employee and store needs including explaining the use of new and established equipment
• Engages with management to meet and exceed their expectations
• Provides consistent Wake Up Call experience for employees
• Upholds and maintains the execution of the Food & Beverage standards, all Wake Up Call 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

• Required to be in good physical health, capable of lifting to 75lbs, working at various heights, and performing various types of operations for expected shifts
• Maintains the ability to stand, reach, lift, bend, kneel, stoop, climb, push, pull, and lift items weighing 75lbs or less. Stand or walk 95 percent of the workday. Reach above the head and forward
• Job requires squatting, bending, stooping, or twisting at the neck and trunk while performing the essential job functions
• Required to stand and walk, use hands and fingers to handle or feel objects, be able to hear or talk to others, and have continuous use of hand strength to grasp tools
• Must be able to climb and carry ladders
• Must be able to consistently operate store equipment and technology
• Must be able to work in adverse weather conditions
• Health and physical stamina to stand on feet for extended periods of time
• Ability to work quickly and accurately in a fast-paced environment

Work Environment

The work environment characteristics described are representative of those a ST encounters while performing the essential functions of this job. The ST may be required to deal with angry people. The noise level in the work environment is acceptable and can vary depending on daily activity but will remain within industry ranges.

Evaluation/Performance Review

The ST shall be evaluated within 90 days of hire date and annually. The process shall include an evaluation/performance review of the employee's performance of the above essential job functions and desired skills.

Classification History

Job description developed: May 2023 tg


Job description revised: January 2025 tg


Classification

Shift type: Non-Exempt. Regular Part Time.

Location/Site: Varies per need (Tri Cities, Walla Walla, Yakima)

Service Technician Wage Range

$20.00 to $35.00 / Hourly

Benefits Information

Medical, Vision, Dental Options*


Prescription and Pharmacy Benefits Options*

Paid Time Off (PTO)**

*After meeting qualifying standards.


** Accrual starts on the first day of employment. Employees are eligible to use accrued PTO 90 days after starting their employment. If the employee is rehired within 12 months, any prior balance will be reinstated and can be used immediately if the 90-day waiting period was met during initial employment. PTO Accrual includes:


(PTO1): Accrual rate .0442 PTO hours per 1 hour worked, Maximum PTO Bank of


92 hours, Carry over 80 hours on January 1 of the new year

(PTO2): Accrual rate .0673 PTO hours per 1 hour worked, Maximum PTO Bank of

140 hours, Carry over 80 hours on January 1 of the new year

(PTO3): Accrual rate .0866 PTO hours per 1 hour worked, Maximum PTO Bank of

180 hours, Carry over 120 hours on January 1 of the new year

Other Compensation

Employee Discounts

Shift Drink

Training and Development


Personal Mobile Device Monthly Stipend $35

By signing this job description, I am acknowledging that I have read this job description and had an opportunity to have any questions answered to my satisfaction, and that I understand my role. I understand it is my responsibility to comply with the job description. I understand that revised information may supersede, modify, or eliminate existing job descriptions. I agree to the terms of this job description, and I understand that failure to abide by this job description can result in immediate termination. I understand that Wake Up Call does not hire employees for, nor guarantees employees work in a specific position or work shift. I understand that my employment and compensation is "at will" and that it can be terminated with or without cause, and with or without notice, at any time, at the option of Wake Up Call or myself.