IT Support Analyst I

The IT Support Analyst I serves as a frontline member of the IT team, supporting field and shop operations. This role is responsible for quickly resolving technical issues to ensure seamless operations and a high-quality customer experience. The position collaborates closely with internal teams and other support analysts to prevent technology disruptions., IT Support & Troubleshooting

• Respond to and prioritize incoming support requests from field employees
• Provide support for Point of Sale (POS), networks, printers, kitchen display systems, and related technologies
• Diagnose and resolve technical issues using knowledge bases, documentation, and troubleshooting methods
• Escalate complex issues to appropriate teams or vendors
• Ensure all support tickets are resolved and closed in a timely manner with proper follow-up
• Troubleshoot LAN, WAN, VPN, and Wi-Fi connectivity issues in remote environments

Field Operations Support

• Support shop operations and ensure system performance and uptime
• Develop expertise in shop environments and system configurations
• Work directly with vendors and cross-functional teams to resolve technical issues
• Provide temporary fixes while documenting long-term solutions

Ticketing & Documentation

• Log and track help desk tickets in a problem management system
• Maintain accurate documentation of issues, resolutions, and processes
• Update ticket status regularly and retain ownership through resolution

System Improvement & Collaboration

• Identify opportunities to improve system performance and stability
• Collaborate with internal teams to optimize tools and processes
• Support nonstandard environments and contribute to system standardization
• Provide user training and guidance to improve adoption of IT systems, * Help desk and IT support operations
• Point of Sale (POS) systems
• iPad and iOS support
• Cloud-based applications
• Email systems, SSO, and MFA
• Mobile device management
• Network troubleshooting (LAN/WAN)
• Receipt printers and peripherals
• Payment and loyalty systems
• Application and end-user support
• System monitoring and IT compliance

Work Schedule

• Participation in on-call rotation, including evenings and weekends

Travel Requirements

• Occasional travel may be required for onsite support or meetings

Work Environment

• Fully remote role (within eligible states)
• Must maintain a professional workspace with reliable high-speed internet
• Use of remote communication tools (video conferencing, chat, email) required, This role is critical to maintaining operational continuity by ensuring technology supports, rather than disrupts, customer service delivery. The IT Support Analyst I plays a key role in troubleshooting, collaboration, and continuous system improvement across the organization.

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Required

• Minimum 2 years of experience in IT systems support or help desk role
• Basic understanding of POS environments (POS systems, payments, peripherals, integrations)
• Working knowledge of Windows, Mac, iOS, and Android operating systems
• Ability to troubleshoot hardware and software issues
• Strong communication skills with ability to explain technical concepts clearly
• Ability to work in a fast-paced, dynamic environment

Preferred

• CompTIA A+ certification
• Experience with LAN, WAN, VPN, and network troubleshooting
• Experience supporting retail or hospitality environments

Core Skills

• Technical troubleshooting and issue resolution
• Customer service and user support
• Critical thinking and problem-solving
• Communication (verbal and written)
• Attention to detail
• Team collaboration, * Ability to work effectively in a remote environment
• Proficient with computers and office productivity tools
• Strong written and verbal communication skills
• Adequate vision and hearing (with correction if needed)
• Ability to read, write, and communicate in English
• Dedicated home office setup with computer, headset, and webcam