IT Analyst - Help Desk Support

Description

Now Hiring Part Time Help Desk Technician

20 hours per week

$28-$32 per hour based on experience

The I.T. Analyst – Help Desk Support plays a critical role in maintaining and supporting the technology infrastructure that powers our Quick Service Restaurant (QSR) operations. This individual provides first-line technical support to restaurant and corporate staff, ensuring that all systems—including POS terminals, network devices, kiosks, mobile ordering, and digital signage—operate efficiently and reliably.

The ideal candidate will have a strong understanding of QSR technology systems, exceptional troubleshooting skills, and a customer service mindset to assist both restaurant and corporate team members.

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Key Responsibilities

Technical Support & Help Desk

• •Provide first and second-level technical support to restaurant and corporate users via phone, email, and remote tools.
• •Respond promptly to help desk tickets, troubleshoot issues, and ensure timely resolution.
• •Document all support interactions and maintain accurate records in the ticketing system.
• •Assist with the setup, maintenance, and troubleshooting of POS systems.
• •Support hardware and software installation, configuration, and upgrades.

Network & Systems Maintenance

• •Monitor and support network connectivity across restaurant locations (routers, switches, firewalls, and wireless access points).
• •Work with external vendors or service providers to resolve network and system outages.
• •Ensure backup systems and data recovery protocols are in place and functioning.
• •Maintain endpoint security compliance, including antivirus and patch management.

Restaurant Technology Support

• •Provide technical support for QSR-specific systems such as online ordering, delivery integrations, loyalty programs, and payment processing.
• •Assist with technology rollouts, including POS upgrades and new location openings.
• •Coordinate with operations and training teams to ensure smooth adoption of new technology solutions.

Documentation & Training

• •Create and update technical documentation, FAQs, and user guides for restaurant staff.
• •Assist in training employees on basic troubleshooting procedures and best practices.
• •Identify recurring issues and recommend long-term solutions or system improvements.

Requirements

Education & Experience

• •Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• •2–4 years of I.T. support experience, preferably in the Quick Service Restaurant, hospitality, or retail sectors.
• •Experience supporting POS systems (e.g. Toast.) and restaurant network environments.

Technical Skills

• •Proficiency with Windows OS, Microsoft 365, and remote support tools.
• •Strong understanding of TCP/IP networking, VPNs, and Wi-Fi management.
• •Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
• •Familiarity with restaurant hardware peripherals (printers, scanners, KDS, tablets).

Soft Skills

• •Excellent problem-solving and analytical skills.
• •Strong communication and customer service orientation.
• •Ability to work under pressure in a fast-paced, service-driven environment.
• •Flexible schedule availability to support restaurant operations (nights/weekends if needed).

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Preferred Certifications

• •CompTIA A+, Network+, or similar certification.
• •ITIL Foundation certification (preferred but not required).

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Work Environment

• •Hybrid
• •Occasional travel to restaurant sites for installations, maintenance, or support.