IT Analyst - Help Desk Support Job Listing at Papa Gino's in Dedham, MA (Job ID 3706468)

Description

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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.

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Key Responsibilities

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.

Education & Experience

• 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).

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Preferred Certifications

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

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Work Environment

• Hybrid
• Occasional travel to restaurant sites for installations, maintenance, or support.