IT Services Specialist

As an IT Services Specialist, you will provide frontline technical support to employees across our restaurant locations and home office (the Big Kitchen). This role focuses on resolving day-to-day technical issues, delivering excellent customer service, and building foundational technical and operational skills within IT Services. This role is based out of our home office (aka the Big Kitchen) in Phoenix, AZ.

Responsibilities

• Provide first-line technical support by responding to helpdesk tickets, troubleshooting issues, and following up with users
• Prioritize support requests based on urgency and business impact
• Troubleshoot and resolve common technical issues across hardware, operating systems, applications, and basic networking
• Follow established troubleshooting procedures and escalation paths
• Document solutions, ticket updates, and user communication clearly and accurately
• Contribute to and utilize internal knowledge base resources
• Configure and deploy Windows and macOS workstations, as well as iPads
• Install and upgrade software, configure systems, and perform hardware setups both remotely and on-site
• Manage user accounts and access in Active Directory and Okta
• Collaborate with internal team members and third-party vendors to resolve issues and coordinate repairs
• Assist with the deployment and rollout of new technologies
• Provide guidance to users to improve their effective use of systems and tools
• Participate in IT asset inventory management
• Participate in a rotating on-call schedule and work occasional early morning, evening, or weekend hours as needed
• Travel as needed to support restaurant operations

Do you have experience in Internal employee customer service?, * Strong customer service and communication skills

• Ability to troubleshoot technical issues using a structured, methodical approach
• Experience supporting Windows and/or macOS environments and common business applications (e.g., Microsoft Office)
• Experience with basic networking concepts
• Experience managing user accounts in Active Directory and/or identity platforms such as Okta
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail
• 1-3+ years of IT support experience or equivalent training/education, * Experience in restaurant or hospitality environments
• Experience with Apple iOS/iPadOS devices
• Familiarity with endpoint management tools (e.g., ManageEngine Endpoint Central)
• Basic scripting experience (e.g., PowerShell or batch scripting)
• Relevant certifications (e.g., CompTIA Network+, Microsoft certifications)

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Competitive salary and bonus opportunity
• Health Benefits within 30 Days; Medical, Dental & Vision
• Retirement savings program (with company match)
• Tuition reimbursement
• Collaborative work environment with opportunity to grow
• Paid Time Off
• Dining Discount of 50% off at all Fox Restaurant Concepts and additional discounts at North Italia and The Cheesecake Factory

Our story begins with Sam Fox, a man passionate about hospitality and endlessly inspired by food and design. He opened his first concept, Wildflower American Cuisine, in Tucson in 1998, and today has introduced dozens of ever-evolving Fox Restaurant Concepts brands. Now, over 25 years later, we have 13 unique concepts with 100 locations across the U.S. and counting, including fan favorites like Culinary Dropout, The Henry, Blanco Cocina + Cantina, and more. The Fox Restaurant team is a community of creative thinkers who help bring Sam’s concepts to life. We believe the best stories are shared over food, we challenge ourselves to find ways to make our best ideas even better daily, and we keep our people and guests at the heart of all we do. We see every brand as a way for us to connect with and serve those who matter most-our people and our guests.

Fox Restaurant Concepts, an entity of the Cheesecake Factory, is an Equal Opportunity and E-Verify Employer. Proof of eligibility to work in the United States is required.