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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Administrator - **Company:** Cooper's Hawk Winery & Restaurants - **Location:** Downers Grove, IL, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $66,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Business Software, Business Systems, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Identity and Access Management, Knowledge Management, Software Systems, TCP/IP, User Provisioning Software, Data Logging, Computer Network Technologies, Peripherals, Information Technology, Patch Management, Laptops, User Administration - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=24dcc0fe19307cfb ## About the Role Do you have experience in POS systems?, * 3+ years of experience in a corporate helpdesk or technical support role * Strong troubleshooting skills with a structured, methodical approach to problem-solving * Excellent customer service mindset and communication skills * Hands-on experience with: * + Windows environments and administration + Microsoft 365, Active Directory, and endpoint security tools + Desktops, laptops, POS systems, and peripherals * Foundational networking knowledge (TCP/IP, DNS, DHCP) * Strong organizational, prioritization, and time management skills * Ability to communicate technical concepts clearly to non-technical users * Adaptability and eagerness to learn new technologies in a fast-paced environment Preferred * CompTIA A+, Network+, or ITIL certifications * Experience supporting multi-unit or hospitality/restaurant environments ## Description The Technical Support Administrator is responsible for ensuring the logging and timely resolution of IT service requests, incidents, and problems by providing Level 1 and Level 2 Helpdesk Support to Cooper's Hawk restaurant and corporate office team members. Main tasks include troubleshooting and restoring services to hardware and software systems, PCs, printers, mobile devices, Point-of-Sale equipment, A/V equipment, and other IT and business systems within the Cooper's Hawk environment. This position requires someone who is customer-service oriented and has strong troubleshooting skills, along with a natural curiosity and a strong desire to "figure it out" - someone who enjoys digging into issues, asking thoughtful questions, and seeing problems through to full resolution rather than settling for temporary fixes. The hours for this position are on a flexible rotating schedule. This role is part of the Information Technology team, which is based out of the Restaurant Support Center in Downers Grove, IL, where we have a hybrid environment (minimum of 3 days a week on-site). How You Will Succeed: Incident & Request Management * Log, prioritize, and resolve technical incidents and service requests across multi-state restaurant locations and the RSC via phone, email, chat, and Freshservice * Ensure timely resolution and closure in alignment with SLAs and KPIs Technical Troubleshooting & Support * Diagnose and resolve issues across PCs, POS systems, mobile devices, printers, A/V equipment, and business applications * Support installation, configuration, and ongoing maintenance of hardware, operating systems, network components, and software applications * Troubleshoot connectivity (internet, telephony, network) and system performance issues Escalation & Vendor Coordination * Escalate complex issues to internal teams or third-party vendors as appropriate * Coordinate with MSPs and vendors delivering on-site services to ensure high-quality support Hardware, Software & Asset Management * Provision, configure, and image new or repurposed equipment * Process hardware and software requests in accordance with IT policies * Maintain accurate inventory of hardware assets, supplies, and licenses Documentation & Knowledge Management * Document incidents, troubleshooting steps, and resolutions to drive knowledge sharing * Create and maintain Knowledge Base articles and user-facing "how-to" guides User Support & Account Administration * Support onboarding/offboarding, including account provisioning, deprovisioning, and access management * Provide training and guidance to team members on supported systems and applications Operations & Continuous Improvement * Assist with patch management and deployment of critical updates * Contribute to the development and improvement of IT processes, procedures, and service delivery standards Additional Responsibilities * Participate in on-call rotation (evenings/weekends) * Occasional travel to restaurant locations for support or new system deployments ## Related Videos - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Personal Branding & Job Search - The Most Practical Approach You'll Ever Find](https://www.wearedevelopers.com/videos/576-personal-branding-job-search-the-most-practical-approach-you-ll-ever-find) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)