IT Systems Technician

IT Systems Technician

The IT Systems Technician serves as the primary technician assigned to support a designated area of restaurant technology. This is a field-based position requiring the ability to travel to all corporate-owned Taco Time NW restaurants. The position installs, maintains, troubleshoots and repairs hardware, software, network, POS and related restaurant technology in accordance with standards and priorities established by the Director of IT. The technician maintains accurate service records, completes assigned recurring activities and escalates complex issues or decisions through established channels.

Essential Functions and Key Position Accountabilities

• Supports and maintains restaurant technology infrastructure and communication systems—including network hardware, POS, connectivity, surveillance, audio, and drive-thru platforms—while collaborating across departments on technology initiatives such as digital menu boards, online ordering, mobile app, kiosk, and emerging solutions.
• Serves as the primary technician assigned to support a designated area of restaurant technology.
• Completes assigned recurring maintenance, audit and inspection activities according to established schedules and priorities, without prompting.
• Accurately updates required systems, records and supporting documentation. Assists with technology installations and equipment changes associated with restaurant openings, closures and remodels.
• Troubleshoots assigned technical issues and escalates complex or unresolved matters to the Director of IT or appropriate vendor.
• Coordinates with vendors, communicates service concerns and reports unresolved performance issues to the Director of IT. Provides technical information or service feedback when requested by the Director of IT.
• Assist in performing hardware and software installation and updates.
• Manages ongoing help desk tickets and/or receives daily instructions and assignments
• Travels regularly to restaurants for on-site visits
• Diagnoses IT/POS problems and provides helpful and timely support to resolve
• Repairs IT/POS equipment correctly; records and communicates repair status with manager on duty
• Provides timely updates and detailed progress to issues if not initially resolved
• Conducts basic programming to set-up POS & restaurant technology equipment
• Provides assistance in maintaining restaurant network connectivity and security
• Familiarity with mobile device technology and mobile device management services (MDM)
• Provides implementation, configuration, monitoring and troubleshooting activities for network hardware and software at restaurant locations
• Resolves complex networking issues over multiple hardware and software environments in an expedient manner
• Excellent organizational and prioritization skills, including the ability to manage multiple tasks/projects at one time.
• Adapts to changes in work assignments and environment, is willing to assume additional responsibility and learn new processes.
• Ability to work with minimal supervision
• Ability to maintain and repair equipment (multi-vendor)
• Able to create, maintain, and update applicable technical documentation
• Performs a wide range of hardware installation tasks; mounting monitors, cash drawers, network racks, shelving, cameras, speakers, etc.
• Accessible for On-Call emergency support (may be remotely if applicable or on-site)
• Supports special projects and other designated activities as assigned.
• Role Focus - Each IT Systems Technician may be assigned a primary area of focus based on operational needs. A role focus identifies the technology or process the technician primarily supports; it does not provide independent policy, compliance, purchasing, contracting or strategic authority. Standards, priorities, significant system changes and final escalation decisions remain the responsibility of the Director of IT.
• Possible areas of focus include:
• Infrastructure Assets and Installation Support - Provides hands-on support for restaurant hardware, cabling, switching, wireless equipment, drive-thru systems, displays and cameras. Performs installations, equipment inventories, tagging and site reviews using established standards and procedures. Reports exceptions and recommendations to the Director of IT.
• Restaurant Security and Compliance Support - Performs assigned technical and documentation activities supporting endpoint protection, patching, PCI DSS compliance, vulnerability scanning, network segmentation, backups and restore testing. Follows established procedures, maintains required records and escalates exceptions or compliance concerns to the Director of IT.

Minimum Qualifications

EDUCATION

1. This position prefers a Bachelor's degree in IT, a technical trade school qualification, or an industry certification relevant to the role focus. Experience in lieu of education is acceptable.

LICENSURE/CERTIFICATION

1. Must have a valid Driver's License

EXPERIENCE

1. This position requires two or more years of hands-on IT support experience, preferably in a restaurant, retail or multi-unit service industry environment, including experience owning a process or program to a deadline without daily supervision.

KNOWLEDGE/SKILLS/ABILITIES

1. Communication

• Requires ability to communicate effectively in English both verbally and in writing.
• Ability to follow appropriate communication channels.

• Team Building/Interpersonal Skills

• Demonstrates competency by maintaining positive, collaborative, and constructive interpersonal relationships. Understands and practices the principles of effective teamwork.

• Work Prioritization/Flexibility/Adaptability

• Demonstrates ability to prioritize work assignments and meet productivity and quality standards.
• Adapts easily to changes in work assignments and environment, is willing to assume additional responsibility and learn new procedures.
• Effective organizational and analytical skills.

• Computer/Office Skills

• Ability to use standard office equipment including computers, telephones, copiers and fax machines.
• Intermediate proficiency with MS Office products including Word, Excel and Outlook required. Working knowledge of Windows OS. Experience with Zendesk platform and Aloha Configuration Center a plus.
• Proficient keyboarding skills required.
• Standards and record keeping. Able to work to a published standard, to record what was done so another person can verify it, and to keep a register current rather than reconstructing it later.
• Vendor handling. Able to hold a supplier to what was agreed, escalate when it is not delivered, and give the Director of IT an informed view at renewal.