IT Analyst - Help Desk Support

The I.T. Analyst - Help Desk Support plays a critical role in maintaining and supporting the technology infrastructure that powers our Quick Service Restaurant (QSR) operations. This individual provides first-line technical support to restaurant and corporate staff, ensuring that all systems-including POS terminals, network devices, kiosks, mobile ordering, and digital signage-operate efficiently and reliably.

The ideal candidate will have a strong understanding of QSR technology systems, exceptional troubleshooting skills, and a customer service mindset to assist both restaurant and corporate team members., Technical Support & Help Desk

Provide first and second-level technical support to restaurant and corporate users via phone, email, and remote tools. Respond promptly to help desk tickets, troubleshoot issues, and ensure timely resolution. Document all support interactions and maintain accurate records in the ticketing system. Assist with the setup, maintenance, and troubleshooting of POS systems. Support hardware and software installation, configuration, and upgrades.

Network & Systems Maintenance

Monitor and support network connectivity across restaurant locations (routers, switches, firewalls, and wireless access points). Work with external vendors or service providers to resolve network and system outages. Ensure backup systems and data recovery protocols are in place and functioning. Maintain endpoint security compliance, including antivirus and patch management.

Restaurant Technology Support

Provide technical support for QSR-specific systems such as online ordering, delivery integrations, loyalty programs, and payment processing. Assist with technology rollouts, including POS upgrades and new location openings. Coordinate with operations and training teams to ensure smooth adoption of new technology solutions.

Documentation & Training

Create and update technical documentation, FAQs, and user guides for restaurant staff. Assist in training employees on basic troubleshooting procedures and best practices. Identify recurring issues and recommend long-term solutions or system improvements.

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. 2-4 years of I.T. support experience, preferably in the Quick Service Restaurant, hospitality, or retail sectors. Experience supporting POS systems (e.g. Toast.) and restaurant network environments.

Technical Skills

Proficiency with Windows OS, Microsoft 365, and remote support tools. Strong understanding of TCP/IP networking, VPNs, and Wi-Fi management. Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice). Familiarity with restaurant hardware peripherals (printers, scanners, KDS, tablets).

Soft Skills

Excellent problem-solving and analytical skills. Strong communication and customer service orientation. Ability to work under pressure in a fast-paced, service-driven environment. Flexible schedule availability to support restaurant operations (nights/weekends if needed).

Preferred Certifications

CompTIA A+, Network+, or similar certification. ITIL Foundation certification (preferred but not required).