IT Support Technician

We are looking for a hands-on IT Support Technician to keep technology running across our quick-service restaurant locations. You will be the first point of contact for hardware, software, network, and point-of-sale issues, triaging vendors as needed. This is a split role: remote work, diagnosing tickets and administering systems, plus time in restaurants for troubleshooting, new-opening testing, and on-site support. 

Above all, this role requires someone who genuinely understands how a restaurant runs, what a lunch rush feels like, why a down register at noon is a different emergency than one at 3 p.m., and how a mis-configured modifier ripples from the line to the guest to the P&L. You can walk into a store, read the operation, and prioritize accordingly. 

What You’ll Do : Essential functions include, but not limited to: 

Help Desk & End-User Support  

• Serve as the first point of contact for hardware and software requests from restaurant and corporate employees — in person, by phone, by email, and through the ticketing system. 
• Calmly troubleshoot by asking pertinent questions and running diagnostics, then resolve the issue directly or walk the user through the steps remotely. 
• Record every problem and resolution in the ticketing system and promptly follow up with users on status. 
• Train and instruct store personnel on proper operation of restaurant technology, including after-hours and weekend on-call support as needed. 

Restaurant Operations Partnership  

• Triage by operational impact — a register or kitchen display down during a rush comes before a back-office request. 
• Know the full order lifecycle — entry, routing to the line, expo, payment, reporting — and which system owns each step when something breaks. 
• Translate operational pain points from general managers and crew into technical fixes and explain technical constraints back in language that works on the line. 
• Support the systems store teams rely on shift to shift: labor and scheduling tools, cash handling hardware, drive-thru and kitchen display systems, and temperature monitoring. 
• Recommend process and configuration improvements that reduce errors, speed up service, and cut repeat issues at the store level. 

Network & Infrastructure  

• Troubleshoot wired and wireless connectivity across restaurant and office environments — IP addressing, VLANs, firewalls, failover configuration, etc. 
• Support and troubleshoot audio, camera, and VOIP/cloud-based phone systems. 
• Support M365 administration and configuration and ensure critical systems stay functional and reliable for office and remote users. 

POS, Menu & Restaurant Systems  

• Troubleshoot errors, bugs, and edge cases on the POS and online ordering platform. 
• Support menu configuration across POS, digital ordering, and third-party delivery — keeping pricing, modifiers, and routing accurate, including 86ing across all channels. 
• Monitor and troubleshoot integrations between ordering, payment, and fulfillment systems, partnering with internal teams and vendors to prevent recurrence. 
• Support QA testing for new menu items, system upgrades, and LTOs before go-live. 

Accounts, Inventory & Documentation  

• Own onboarding and offboarding — user accounts and access permissions across digital platforms, machine imaging, account configuration, and end-user training. 
• Maintain equipment inventory, user ownership, and repair tracking for PCs, printers, and mobile devices. 
• Maintain documentation — configuration standards, troubleshooting procedures, rollout playbooks, and preventative maintenance programs — for end users and IT staff. 

New Openings & Projects  

• Assist the IT Director on ongoing and new projects, bringing solid project management skills to new hardware and software rollouts. 
• Coordinate, plan, and execute on-site installations for new store openings and reopenings with vendors, and onboard new locations into all systems. 

What Will Make You Successful : 

• 1–3 years of relevant work experience, or equivalent education, providing on-site and remote computer support, computer networking, and POS support. 
• Experience with point-of-sale software, including equipment installation, configuration, and troubleshooting. 
• Direct experience working in a restaurant; QSR or fast-casual strongly preferred, multi-unit a plus. Time spent as a crew member, shift lead, or manager is a real advantage. 
• Understanding of how front-of-house and back-of-house workflows connect: order entry, kitchen routing and expo, throughput timing, inventory and 86ing, cash handling, and end-of-day reporting. 
• M365 and general system administration (user adds, moves, changes, deletes). 
• Solid grasp of networking concepts (IP addressing, protocols) plus firewall, antivirus/antispam, and security tools. 
• Remote administration tools such as Remote Desktop and Terminal Services. 
• Ability to design a durable solution rather than just fixing the immediate problem. 
• Credible with store teams, hands-on by nature, and eager to keep learning. 
• Physical Requirements : Ability to, with or without reasonable accommodation, perform repair duties such as climbing under counters, working behind appliances, and using ladders, and to lift items up to 50 pounds. 
• Travel : Ability to drive a motor vehicle and travel to restaurants and other business locations up to approximately 40% of the time. Travel to NJ, NY, CT, PA, DE and additional markets, including weekend visits and after-hours calls. 

What You Can Expect From Us : 

• Competitive salary including bonus program 
• Transportation Stipend
• 401(k) with company match  
• Medical, dental, vision Insurance  
• Paid time off + sick time  
• Career Growth opportunities  

About Rackson Restaurants : 

Rackson Restaurants is recognized as one of the top QSR operators in the US with a strong growth strategy and a commitment to values-based leadership. Putting people first is at the core of our company culture. Come be a part of our all-star team! 

Rackson Restaurants was founded in 2013 as a top-performing restaurant management company that challenges and rewards its team members to dream big. Led by our founder Chris Johnson, our values and maniacal attention to detail set the north star. We believe in taking outstanding individuals on a journey to grow an organization that will operate at a consistently high standard, long term, and provide our team members opportunities for growth along the way. To achieve this goal, we partner with iconic brands to operate great restaurants that make a meaningful impact in our communities. Most importantly, we have a lot of fun operating and growing the business every day!
Rackson's vision is to be one of the most highly valued multi-brand franchisees in the United States as a result of its disciplined focus on profitable growth and dedication to employee and guest satisfaction.
We approach this goal through the lens of People, Process, Profit. We rely on our values - Fairness, Accountability, and Recognition - to help us get there.