Technical Support Specialist

1 week ago

Dedham MA, United States firstPRO, Inc Full time

Position Overview The Technical Support Specialist (I.T.) plays a key role in ensuring the smooth operation of technology systems across all restaurant locations and corporate offices. This individual provides front-line help desk support, resolves hardware and software issues, assists with POS systems, network connectivity, and coordinates with vendors to maintain reliable technology performance within the QSR environment. Key Responsibilities Help Desk & Technical Support Serve as the first point of contact for technical assistance via phone, email, or ticketing system. Troubleshoot and resolve hardware, software, and network issues for restaurant and corporate staff. Support POS systems, kitchen display systems (KDS), drive-thru timers, and digital menu boards. Escalate unresolved issues to higher-level IT staff or external vendors as necessary. Maintain a log of issues and resolutions within the help desk management system. System Maintenance & Configuration Install, configure, and maintain computers, printers, routers, and POS equipment. Manage user accounts, passwords, and access controls in accordance with company policies. Perform routine system updates and preventive maintenance to minimize downtime. Assist with network monitoring, backups, and security measures. Restaurant Technology Support Provide remote and on-site support for restaurant locations during openings, remodels, and upgrades. Support implementation of new QSR technology systems such as mobile ordering, loyalty apps, or delivery integrations. Coordinate with third-party vendors for equipment repair and maintenance. Ensure minimal disruption to restaurant operations during service interruptions. Documentation & Training Document troubleshooting procedures, FAQs, and support guidelines. Train restaurant managers and staff on the use of technology systems and tools. Provide feedback to IT leadership regarding recurring issues and potential system improvements. Qualifications Education & Experience Associate or Bachelors degree in Information Technology, Computer Science, or a related field preferred. 2+ years of IT help desk or technical support experience; QSR or retail environment strongly preferred. Experience supporting POS systems (e.g. TOAST.) and restaurant hardware. Familiarity with Windows and macOS operating systems, Microsoft 365 applications, networking fundamentals, and remote support tools. Skills & Competencies Strong troubleshooting, problem-solving, and analytical abilities. Excellent communication and customer service skills. Ability to prioritize and manage multiple tasks in a fast-paced environment. Flexibility to work evenings or weekends as needed to support restaurant operations. Understanding of network protocols (TCP/IP, DHCP, DNS) and VPN setup is a plus. Work Environment Hybrid or on-site position depending on operational needs. Position requires occasional travel to restaurant locations for on-site support and installations.

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