Help Desk Support/Technical Support - Remote

Job Title: Help Desk Analyst

Compensation: $28.10 - $33.65 per hour

Location: Hybrid, Din Tai Fung - Restaurant Support Center in Arcadia/Pasadena, California

Base salary or hourly wage range for this role will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. Range is not inclusive of potential bonus or benefits. About Us: Din Tai Fung is a globally celebrated, family-owned restaurant brand founded in 1972 and internationally renowned for its iconic Xiao Long Bao. DTF is Michelin-recognized and admired for its uncompromising quality, authentic flavors, and warm, gracious hospitality. Employer Contribution for individuals and eligible dependents' medical insurance

Dental, Vision, and Life Insurance

Health Savings Account (HSA)

Commuter Spending Accounts

Employee Assistance Program

Paid Time Off (PTO) to support work-life balance (accrued based on length of service)

The Help Desk Analyst serves as the primary point of contact for technical support across restaurant operations and the Restaurant Support Center, ensuring reliable performance of restaurant technology, end-user computing systems, and business-critical applications. This role provides front-line troubleshooting and resolution for hardware, software, networking, telecommunications, and user access issues while coordinating with internal teams and third-party vendors to minimize operational disruption. The Help Desk Analyst is responsible for incident management, account administration, asset tracking, technical documentation, and continuous improvement of support processes to deliver a high-quality end-user experience across the organization.

Provide technical support for restaurant and corporate technology systems by diagnosing, troubleshooting, and resolving hardware, software, network, POS, KDS, telecommunications, and end-user computing issues to minimize operational disruption.

Manage the full incident lifecycle by documenting, prioritizing, escalating, monitoring, and resolving support requests while maintaining accurate ticket records, communicating status updates, and ensuring timely resolution.

Support end-user technology administration including workstation setup, software deployment, hardware maintenance, system imaging, asset tracking, and lifecycle management of company technology resources.

Administer user access and identity management systems including Google Workspace, Okta, VPN, email groups, and related business applications while ensuring appropriate security, provisioning, and deprovisioning controls.

Coordinate with third-party vendors, service providers, and field technicians to schedule installations, repairs, network services, and technology deployments for restaurant and support center locations.

Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and standard operating procedures to improve support consistency, user self-service, and operational efficiency.

Support technology projects, system upgrades, reporting, process improvements, and other initiatives that enhance the reliability, scalability, and effectiveness of IT support services.

Ensure appropriate attention is given to customer problems and that escalation of problems is followed by documenting the impact to the customer and/or business and assigning an appropriate priority and resolution target.

2+ years of experience in a Help Desk, Technical Support, Service Desk, or End User Computing support role.

Experience supporting Windows-based workstations, printers, mobile devices, and business applications.

Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and customer service standards.

Experience working with ticketing systems, incident management processes, and service request workflows.

Proficiency with Microsoft Office, Google Workspace, and common business productivity applications.

Associate's degree in Information Technology, Computer Science, or a related field; Experience supporting restaurant, retail, hospitality, or multi-unit operating environments.

Familiarity with POS systems, kitchen display systems (KDS), VOIP telecommunications, and networking equipment.

CompTIA A+, Network+, Google Workspace, or similar technical certifications.

Experience with Okta, VPN administration, PowerShell, Google Apps Script, or endpoint management tools.

Remain in a stationary position for extended periods while providing technical support via phone, computer, and virtual communication platforms.

Frequently operate a computer, keyboard, mouse, telephone, and other office technology equipment.

Communicate effectively with employees, vendors, and business partners in person, by phone, and through written correspondence.

Review, analyze, and interpret technical information, system alerts, documentation, and support tickets.

Occasionally move, transport, install, or position computer equipment, peripherals, printers, and related technology weighing up to 40 pounds.

Frequently move throughout office, restaurant, warehouse, and production environments to provide onsite technical support when needed.

Occasionally bend, stoop, kneel, reach, climb, or work in confined spaces while troubleshooting or installing equipment.

Ability to travel occasionally to restaurant, warehouse, or support center locations as business needs require.

Ability to participate in an on-call support rotation, if required.

Ability to provide support during non-standard business hours, including evenings, weekends, and holidays, when necessary.

Occasional travel to restaurant, warehouse, and support center locations.

Reliable internet access for remote support activities when working outside of a company location.

Applicants must be 18 years of age or older and able to provide documentation to work in the United States legally.

We are committed to creating an inclusive environment and welcome all qualified applicants, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status, in accordance with applicable federal, state/provincial, and local laws.