IT Support Technician

The IT Support Technician serves as the first contact for restaurant and Home Office IT service requests, handling tier-1 support and completing technology onboarding and offboarding tasks.

Responsibilities

• Manage ongoing help desk tickets and/or follow daily instructions and assignments.
• Provide the first response for incoming IT requests from restaurants and the Home Office.
• Triage and categorize tickets using the established routing matrix to route escalations to the assigned owner the first time.
• Record what was attempted when handing off unresolved issues.
• Resolve tier-1 incidents at first contact using documented fixes, walkthroughs, and runbooks.
• Complete the technology side of the employee lifecycle (new hire, transfer, promotion, termination) across assigned systems based on established schedules and service levels.
• Monitor help desk queue volume and ticket aging, and report exceptions to the Director of IT.
• Diagnose IT/POS problems and provide timely, practical support to drive resolution.
• Perform first-line checks on IT/POS equipment, including power cycling, reseating connections, and like-for-like replacement; document work and update the manager on duty on status.
• Provide timely updates and detailed progress for issues not resolved on first contact.
• Carry out documented device setup tasks for restaurant technology, such as tablet enrollment and drive-thru timer schedule changes.
• Assist with maintaining restaurant network connectivity and security.
• Use mobile device technology and support mobile device management services (MDM).
• Support special projects by assisting with planning, installation, troubleshooting, and ongoing support.
• Assist with POS hardware upgrades and installations, network device work, and software installations.
• Troubleshoot reported issues and gather details needed to identify the root cause.
• Create, maintain, and update technical documentation as applicable.
• Travel to restaurants as needed.
• Be available for on-call emergency support (remote if applicable or on-site).
• Maintain strong organization and prioritization to handle multiple tasks and projects.
• Adapt to changing assignments and environments; assume additional responsibility and learn new procedures.
• Support special projects and other related duties assigned by the Director of IT.

Requirements

• High school diploma or equivalent required. Technical trade school training or an IT degree preferred, with experience in lieu of education acceptable.
• 1+ years of experience in help desk, IT support, technical customer service, or equivalent hands-on experience. Restaurant, retail, or multi-site support experience preferred.
• Valid Driver’s License required.
• Communicate effectively in English, both verbally and in writing.
• Follow appropriate communication channels.
• Maintain positive, collaborative, constructive interpersonal relationships and practice effective teamwork.
• Prioritize work to meet productivity and quality standards.
• Adapt easily to changes; willing to take on additional responsibility and learn new procedures.
• Strong organizational and analytical skills.
• Ability to use standard office equipment including computers, telephones, copiers, and fax machines.
• Intermediate proficiency with MS Office (Word, Excel, Outlook) required.
• Working knowledge of Windows OS.
• Zendesk platform experience and Aloha Configuration Center experience are a plus.
• Proficient keyboarding skills required.
• Ability to follow a multi-step process across several systems accurately and complete tasks end-to-end.

Technologies

• MS Office: Word, Excel, Outlook
• Windows OS
• Zendesk platform
• Aloha Configuration Center
• Mobile device management services (MDM)

Location: Renton, WA (onsite)
Pay: USD 30 - 34 per hour