Senior Desktop Support Technician

Position Summary

The Senior Desktop Support Technician is responsible for providing advanced technical support across all Black Family Hospitality (BFH) concepts, with a strong emphasis on hospitality systems and Toast POS environments. This role ensures the stability, performance, and security of end-user devices, POS systems, and supporting infrastructure while delivering a high level of service to Operations.

This individual acts as an escalation point for complex issues, leads onsite and remote troubleshooting efforts, and proactively identifies opportunities to improve system performance and user experience.

Key Responsibilities

Technical Support & Troubleshooting
• Provide Tier 2/3 support for desktops, laptops, mobile devices, and peripherals across all locations
• Troubleshoot and resolve issues related to Toast POS, including terminals, handheld devices, printers, and payment integrations
• Support back-of-house and front-of-house technology, including kitchen display systems (KDS) and networking hardware
• Diagnose hardware, software, and connectivity issues in high-volume restaurant environments

Hospitality Systems Support
• Act as the subject matter expert for Toast POS configuration, deployment, and maintenance
• Assist with menu updates, device provisioning, and system optimization
• Partner with Operations to minimize downtime and maintain peak performance during service hours
• Support new store openings (NSOs), relocations, and remodels

Onsite & Remote Support
• Conduct regular onsite visits to restaurant locations to proactively identify and resolve issues
• Provide remote support when available

Infrastructure & Networking
• Troubleshoot basic to intermediate network issues (LAN/WAN, Wi-Fi, VLANs, DHCP, DNS)
• Assist Information Systems Team with ISP troubleshooting and vendor coordination
• Assist with maintaining secure and reliable connectivity for POS and business systems

Asset & Lifecycle Management
• Manage hardware inventory, imaging, deployment, and lifecycle replacement
• Maintain accurate documentation of systems, configurations, and processes
• Ensure standardization across all locations

Vendor & Stakeholder Collaboration
• Work with third-party vendors, including POS providers, ISPs, and hardware manufacturers
• Communicate effectively with all BFH concepts, GMs, and corporate teams
• Translate technical issues into clear, actionable updates for non-technical stakeholders
• Develop and update SOP (Standard Operating Procedures) for Information Systems internal use and for all BFH concepts

Required Qualifications
• 5+ years of desktop support experience, preferably in a multi-site environment
• 2+ years supporting hospitality or restaurant technology environments
• Hands-on experience with Toast POS or similar POS platforms
• Strong knowledge of Windows OS, mobile device support (iOS/Android), and peripheral hardware
• Solid understanding of networking fundamentals (TCP/IP, Wi-Fi, firewalls)
• Experience supporting printers (thermal, label, kitchen printers) and payment devices
• Ability to work flexible hours, including nights and weekends as needed

Preferred Qualifications
• Experience with new store openings (NSOs) in the hospitality industry
• Familiarity with ITSM tools (ServiceNow, Zendesk, etc.)
• Experience with VoIP systems and structured cabling

Key Competencies
• Strong problem-solving and analytical skills
• Ability to thrive in fast-paced, high-pressure environments (especially during peak service hours)
• Excellent communication and customer service skills
• High level of ownership, accountability, and attention to detail
• Ability to prioritize and manage multiple tasks across locations

Work Environment
• Combination of corporate office, remote support, and onsite restaurant environments
• Frequent travel to local restaurant locations; regional travel may be required
• On-call or after-hours support will be necessary to support restaurant operations