Job Summary
We are seeking a skilled and customer-focused POS Help Desk Analyst to provide first-level technical support for restaurant systems, software, hardware, and network environments. This role will involve diagnosing and troubleshooting technical issues over the phone or through remote tools, ensuring restaurants operate smoothly with minimal service interruption. The ideal candidate will have a strong background in customer service, technical support, and network maintenance, particularly within retail or restaurant environments.
Key Responsibilities
- Provide remote technical support to restaurant personnel via phone and remote desktop tools
- Troubleshoot LAN, WAN, Wi-Fi, VPN, and hardware/software issues
- Document and follow up on support incidents in a timely, detailed, and accurate manner
- Monitor recurring issues and identify trends to improve systems and support processes
- Recommend and assist in the redesign of system procedures to reduce support demands
- Prepare and maintain documentation related to restaurant systems and standard operating procedures
- Support a 24/7 environment with availability for nights, weekends, and holiday rotation
- Perform other duties as assigned
Required Qualifications
- 5+ years of experience in restaurant, retail, or customer service environments
- 1+ year of hands-on HelpDesk or technical support experience
- Experience supporting POS systems, back-office applications, and inventory software
- Solid understanding of LAN, WAN, Wi-Fi, and hardware-based VPN networks
- Strong technical proficiency with PCs, Windows OS, DOS, and the Microsoft Office Suite
- Experience working in a 24/7 operational support environment
- Excellent written and verbal communication skills
- Strong problem-solving and organizational abilities
- Able to work independently and remain calm under pressure
- Willingness to work flexible hours and participate in on-call rotation
- Some overnight travel and light lifting required
Preferred Skills
- Prior experience supporting multi-location restaurant or retail systems
- Familiarity with HelpDesk ticketing systems and documentation standards
- Exposure to remote support tools and procedures in a high-volume setting
Job Types: Full-time, Contract
Pay: $21.00 - $25.00 per hour
Benefits:
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person