IT Support Technician

Job Description

IT Support TechnicianPay Range: $29/hourJob Summary
An organization in the hospitality and restaurant industry is seeking an IT Support Technician to provide first- and second-level technical support for multiple business locations. This role supports restaurant and operational technology environments by troubleshooting technical issues, maintaining systems, and ensuring business-critical applications and infrastructure operate efficiently.


The IT Support Technician will collaborate with infrastructure and operations teams to resolve technical problems, support end users, and maintain a high level of system availability across locations.
Key Responsibilities
Technical Support (Approximately 80%)

• Provide Tier 1 and Tier 2 technical support for end users across multiple locations.
  
  
• Troubleshoot and resolve hardware, software, and connectivity issues using established troubleshooting methods.
  
  
• Perform hands-on support activities such as installing and upgrading software, installing hardware, and configuring systems and applications.
  
  
• Provide remote troubleshooting support using phone, remote management tools, and other support technologies.
  
  
• Perform preventative maintenance on workstations, laptops, printers, and related peripherals.
  
  
• Coordinate warranty repairs with approved vendors and service partners.
  
  
• Provision and configure new user accounts, including domain access, email accounts, and group memberships.
  
  
• Image and configure new workstations and laptops for employee use.
  
  
• Maintain and update internal knowledge base documentation related to troubleshooting procedures and technical solutions.
  
  

Documentation & Process Management (Approximately 20%)

• Record, track, and document technical issues and resolutions in the help desk or ticketing system.
  
  
• Maintain accurate records of troubleshooting steps, actions taken, and outcomes for each service request.
  
  

Required Qualifications

• Some college coursework and/or completion of a technical training program.
  
  
• 2+ years of experience working in an IT Service Desk or Help Desk environment.
  
  
• Experience supporting Windows operating systems (Windows 7/10 or later).
  
  
• Experience troubleshooting Microsoft Office applications (e.g., Excel).
  
  
• 2+ years of experience with Active Directory , including user and group management.
  
  
• Understanding of basic networking principles .
  
  
• Knowledge of computer hardware including:
  
  
  • Desktop and laptop systems
    
    
  • Networking equipment
    
    
  • Wireless access points
    
    
  • Printers and peripherals
    
    
  • Point-of-sale (POS) systems
    
    

Preferred Qualifications

• Experience with IT service management or CRM tools (e.g., Ivanti Service Manager, HEAT, or similar).
  
  
• Relevant technical certifications such as CompTIA A+, Network+, HDI, or Microsoft certifications .
  
  
• Experience supporting point-of-sale systems or restaurant applications .
  
  
• Experience with systems lifecycle management or endpoint management tools.
  
  
• Basic scripting knowledge using PowerShell, VBScript, or batch scripting .
  
  

Key Competencies

• Strong written and verbal communication skills.
  
  
• Customer-focused mindset with a service-oriented approach.
  
  
• Ability to maintain confidentiality and handle sensitive information with integrity.
  
  
• Strong troubleshooting and analytical problem-solving skills.
  
  
• Ability to work both independently and collaboratively within a team environment.
  
  

Work Environment
This role supports a distributed operational environment and may involve supporting multiple locations and end users across business units. Candidates should be comfortable working in a fast-paced environment and providing responsive support for business-critical systems.

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