Senior Desktop Support Technician

Senior Desktop Support TechnicianThe 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 ResponsibilitiesTechnical Support & TroubleshootingProvide Tier 2/3 support for desktops, laptops, mobile devices, and peripherals across all locationsTroubleshoot and resolve issues related to Toast POS, including terminals, handheld devices, printers, and payment integrationsSupport back-of-house and front-of-house technology, including kitchen display systems (KDS) and networking hardwareDiagnose hardware, software, and connectivity issues in high-volume restaurant environmentsHospitality Systems SupportAct as the subject matter expert for Toast POS configuration, deployment, and maintenanceAssist with menu updates, device provisioning, and system optimizationPartner with Operations to minimize downtime and maintain peak performance during service hoursSupport new store openings (NSOs), relocations, and remodelsOnsite & Remote SupportConduct regular onsite visits to restaurant locations to proactively identify and resolve issuesProvide remote support when availableInfrastructure & NetworkingTroubleshoot basic to intermediate network issues (LAN/WAN, Wi-Fi, VLANs, DHCP, DNS)Assist Information Systems Team with ISP troubleshooting and vendor coordinationAssist with maintaining secure and reliable connectivity for POS and business systemsAsset & Lifecycle ManagementManage hardware inventory, imaging, deployment, and lifecycle replacementMaintain accurate documentation of systems, configurations, and processesEnsure standardization across all locationsVendor & Stakeholder CollaborationWork with third-party vendors, including POS providers, ISPs, and hardware manufacturersCommunicate effectively with all BFH concepts, GMs, and corporate teamsTranslate technical issues into clear, actionable updates for non-technical stakeholdersDevelop and update SOP (Standard Operating Procedures) for Information Systems internal use and for all BFH conceptsRequired Qualifications4+ years of desktop support experience, preferably in a multi-site environment2+ years supporting hospitality or restaurant technology environments (Not required, but preferred)Hands-on experience with Toast POS or similar POS platformsStrong knowledge of Windows OS, mobile device support (iOS/Android), and peripheral hardwareSolid understanding of networking fundamentals (TCP/IP, Wi-Fi, firewalls)Experience supporting printers (thermal, label, kitchen printers) and payment devicesAbility to work flexible hours, including nights and weekends as neededPreferred QualificationsExperience with new store openings (NSOs) in the hospitality industryFamiliarity with ITSM tools (ServiceNow, Zendesk, etc.)Experience with VoIP systems and structured cablingKey CompetenciesStrong problem-solving and analytical skillsAbility to thrive in fast-paced, high-pressure environments (especially during peak service hours)Excellent communication and customer service skillsHigh level of ownership, accountability, and attention to detailAbility to prioritize and manage multiple tasks across locationsWork EnvironmentCombination of corporate office, remote support, and onsite restaurant environmentsFrequent travel to local restaurant locations; regional travel may be requiredOn-call or after-hours support will be necessary to support restaurant operations