IT Support Analyst I

The IT Support Analyst II plays a central role in supporting shop operations and ensuring a seamless customer experience. This position serves as the primary escalation point for IT Support Analyst I team members while also mentoring and developing their technical skills. The role includes advanced troubleshooting, collaboration across teams, and ownership of small projects from initiation through completion., IT Support & Escalation

• Act as the primary escalation point for Support Analyst I team members
• Troubleshoot and resolve complex IT issues across systems and environments
• Provide support for Point of Sale (POS), kitchen display systems, loyalty programs, payments, and peripherals
• Diagnose and resolve networking issues including LAN, WAN, wireless, and LTE connectivity
• Ensure timely resolution and closure of escalated support tickets

Team Support & Mentorship

• Assist in developing Support Analyst I skills and capabilities
• Provide guidance on troubleshooting approaches and best practices
• Collaborate with team members to improve response processes and service quality

Project Coordination

• Coordinate and execute small IT projects
• Work cross-functionally to deliver project outcomes on time
• Support implementation and improvement of IT services and systems

System Support & Operations

• Maintain and support hardware and software across platforms including Windows, Mac, iOS, and Android
• Quickly learn and support new and existing IT services
• Contribute to improving overall system performance and stability, This role is critical to maintaining operational continuity by ensuring that escalated technical issues are resolved efficiently, team members are supported and developed, and IT systems operate reliably to support excellent customer experiences.

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Required

• Minimum 4 years of experience in IT systems support or help desk role
• Experience with LAN, WAN, wireless, and LTE networking environments
• Basic understanding of POS systems, including integrations with peripherals and payment systems
• Working knowledge of Windows, Mac, iOS, and Android operating systems
• Strong troubleshooting and problem-solving skills
• Ability to communicate technical concepts clearly and simply
• Ability to work effectively in a fast-paced, dynamic environment

Preferred

• Experience with Cisco Meraki networking solutions (ECMS1 preferred)
• Experience with Jamf MDM for iPad management
• CompTIA A+ and/or Network+ certification
• Experience with Google Workspace (G Suite)
• Experience with Zendesk or other ITSM/ticketing platforms

Preferred Certifications

• Apple Certified Support Professional (ACSP)
• Jamf Certified Associate
• Cisco Meraki Solutions Specialist
• ITIL Foundation
• Cradlepoint Certified Network Expert (CPCNE)

Core Skills

• Adaptability and flexibility
• Initiative and ownership mindset
• Collaboration and teamwork
• Strong communication skills
• Effective prioritization and time management
• Functional and technical expertise