IT HELP DESK TECHNICIAN

Job Title: IT Help Desk Technician

Reports to: IT Help Desk Manager

Location: Dallas, TX (Plano Area)

FLSA Status: Exempt

Compensation: $50,000 - $60,000 per year

Summary:

At Mendocino Farms, we don't just sell sandwiches - we Sell Happy

We are a growing restaurant group operating 85+ locations nationally, delivering a seamless guest experience through people, process and technology. Our Dallas HQ IT team supports the field operations, back-office systems, and guest-facing technology stack. We are seeking a sharp, service-oriented IT Help Desk Technician who thrives in a fast-paced environment and has or is eager to gain experience with restaurant-specific applications and hardware.

As the IT Help Desk Technician, you will serve as the first line of support for our restaurant teams and corporate staff, focused on day-to-day operational reliability of our point-of-sale systems, back-office applications, devices, and network connections. You will help ensure that our stores and back-office operations can run smoothly by troubleshooting issues, enabling technology deployment, working with vendors, and assisting with application support for key systems such as TOAST, OLO, and others.

Responsibilities:

• Serve as the primary point of contact for IT support requests from restaurant locations and corporate users.
• Log, triage and prioritize incidents in the Zendesk ticketing system, track to resolution and document root causes or recurring issues.
• Perform remote diagnostics and in-person support as needed (store visits, technology installations, network/device resets) for POS terminals, kitchen displays, back-office PCs, mobile/tablet devices, printers, and peripherals.
• Assist with hardware and software rollouts: staging devices, configuring, deploying, coordinating shipping or on-site setup.
• Maintain and update knowledge-base articles, user guides and quick-start documentation tailored for store teams.
• Identify patterns of recurring incidents across the store network; escalate to senior IT/third-party support and contribute to improvement of processes and system stability.
• Collaborate with network, applications, and field-support teams to ensure cohesive service delivery and timely resolution of escalated issues.
• Provide excellent customer service: communicate clearly, manage expectations, follow up with end users to ensure their issues are resolved satisfactorily.
• Track and maintain inventory of devices, peripheral equipment and IT assets in restaurant locations (POS terminals, printers, tablets, etc.).
• Occasionally may be required to respond outside normal hours (store openings, emergencies) depending on business needs.

Qualifications & Skills

Must-Haves:

• 1-2 years of IT support/help desk experience (ideally in a restaurant, hospitality, retail or multi-site environment).
• Strong troubleshooting skills with hardware, network and software issues.
• Excellent verbal and written communication skills; ability to explain technical issues to non-technical users.
• Ability to remain calm under pressure, manage multiple tickets, & prioritize effectively.
• Demonstrated ability to log tickets, track resolution and maintain documentation.

Preferred / Restaurant-specific:

• Experience supporting restaurant POS systems (ideally TOAST or similar), KDS.
• Familiarity with online ordering integrations
• Experience with ticketing systems (Zendesk preferred) remote support tools, Windows OS, networking (TCP/IP, WiFi, VPN).
• Ability to identify recurring issues and contribute to procedural improvements.

Education & Certifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science or related field preferred (or equivalent experience).
• Help Desk/ITIL certification is a plus but not required.

Benefits:

At Mendocino Farms, we believe Selling Happy starts from within. That's why we offer:

• Competitive Salary
• Annual Bonus
• Meal Privileges-because food should make people feel good
• Comprehensive Health Benefits & 401k Plan with Company Match
• Paid Vacation to recharge and fuel your best self

Physical Requirements:

• Must be able to lift 50 pounds.
• Sitting / standing 8-14 hours.
• Hand use: single grasping, fine manipulation, pushing and pulling
• Work requires the following motions: bending, twisting, squatting, and reaching

There is no "I" in Mendo Mendocino Farms is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Mendocino Farms will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Fair Chance Initiative for Hiring. * Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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