IT Support Technician
Pay Range: $25/hour to $30/hour
Job 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.