IT Support Desk Technician

First Watch is looking for an IT Service Desk Technician to deliver dependable, tier 1 support across the organization. If you enjoy helping users get back to work quickly, you will play a key role in resolving incidents, installing and supporting systems, and maintaining strong documentation while working from Bradenton, FL (onsite). The restaurant support process runs 7 days a week, with peak days on weekends, and the schedule may require availability for evenings and weekends.

What you’ll do

• Handle daily IT requests in an incident management application/ticketing system to ensure tickets are managed and resolved in alignment with internal SLA expectations.
• Provide timely, professional, and courteous support to the user community, including remote troubleshooting for software, hardware, database, and applications.
• Perform incident triage and resolution, diagnosing issues and escalating as needed.
• Administer and support Active Directory, including desk side assistance and user support activities.
• Manage and maintain the SolarWinds RMM N-Central tool.
• Troubleshoot and resolve PC and POS hardware, software, and telecommunication issues effectively and on time.
• Provide Office 365 end user support and support third-party application installs.
• Support POS/Aloha, including escalation and coordination with vendors.
• Coordinate vendor escalations and dispatch when external support is required.
• Install and support the MS Office suite for end users.
• Follow First Watch IT Policies and Procedures, including completing tasks associated with the daily opening checklist as directed by IT Leadership.

What you bring

• Associate’s degree in Information Technology (or related field) OR 4 years of relevant work experience.
• Experience working with an incident ticketing system.
• Knowledge of MS Office products, Office 365, Azure AD, Windows AD, and TCP/IP networks with network equipment.
• Ability to work evenings and on weekends.

Tools and technologies you’ll use

SolarWinds RMM N-Central, Office 365, Azure AD, Windows AD, TCP/IP networks, network equipment, MS Office suite, POS/Aloha, and an incident management application/ticketing system.