IT Helpdesk Specialist

PRIMARY DUTIES AND RESPONSIBILITIES

• Provide timely, professional, and effective technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, system access, and network connectivity issues through in-person, phone, email, and remote support methods.
• Serve as the first point of contact for IT-related support requests, ensuring issues are documented, prioritized, escalated appropriately, and resolved within established service expectations.
• Support, maintain, and troubleshoot Microsoft Office 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and user account management functions.
• Install, configure, update, and maintain desktop and laptop computers, printers, mobile devices, peripherals, and other technology equipment used throughout the organization.
• Aid in setting up, supporting, and troubleshooting technology systems integral to operations, such as event management software, catering systems, audiovisual equipment, and point-of-sale (POS) systems.
• Perform routine system maintenance, software installations, updates, patches, and equipment replacements to ensure optimal performance and security compliance.
• Configure user accounts, permissions, passwords, and access rights in accordance with company policies and security standards.
• Support network functionality by assisting with troubleshooting connectivity issues involving Wi-Fi, VPN access, printers, and other network-connected devices.
• Maintain accurate records of support requests, resolutions, asset inventory, software licensing, and system configurations within designated tracking systems.
• Monitor and maintain IT inventory levels, ensuring equipment is properly tracked, deployed, recovered, and replaced as necessary.
• Create and maintain user guides, technical documentation, and standard troubleshooting procedures to support operational consistency and end-user self-service resources.
• Provide basic technical training and guidance to employees on company-supported hardware, software, cybersecurity awareness, and best practices.
• Collaborate with external vendors and service providers for equipment repairs, software support, warranty claims, and technology-related services as needed.
• Assist with onboarding and offboarding processes by preparing equipment, provisioning accounts, and ensuring timely access setup or removal.
• Maintain confidentiality and security of company systems, user information, and data in accordance with organizational policies and IT best practices.
• Stay informed on emerging technologies, cybersecurity risks, and industry best practices to support continuous improvement of IT operations and user support services.
• Support special projects, system upgrades, event-related technology needs, and other operational initiatives as assigned.
• Perform all other duties as assigned.

QUALIFICATION REQUIREMENTS

• Working knowledge of computer hardware, operating systems, networking, and cybersecurity best practices.
• Strong organizational, time-management, and multitasking skills with the ability to manage competing priorities effectively.
• Self-directed, dependable, and able to work independently with minimal supervision.
• Strong interpersonal and customer service skills with the ability to build positive working relationships across all levels of the organization.
• Clear and professional verbal and written communication skills, including the ability to explain technical information to non-technical users.
• Ability to work effectively in a fast-paced, service-oriented environment while maintaining professionalism and attention to detail.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to resolve technical issues efficiently.
• Ability to identify issues proactively and recommend practical solutions or process improvements.
• Collaborative team player with the ability to contribute effectively both independently and within a team environment.
• High level of accuracy and attention to detail when maintaining systems, inventory, and documentation.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Adaptable and willing to learn new technologies, systems, and operational processes.
• Familiarity with Microsoft Office 365 and basic user account administration preferred.
• Experience supporting POS systems, event technology, or hospitality-related systems is a plus.
• Flexibility to support occasional evenings, weekends, or event-related operational needs as required.

EDUCATION and/or EXPERIENCE REQUIREMENTS

• Associate's degree in technology or related field OR relevant and equivalent experience.
• Three to five years’ experience in similar roles.
• Proven experience in IT support, preferably in high-end dining and event catering.
• Experience with Microsoft Office365 and Azure.
• Experience in troubleshooting and usage of specialized event management software and point-of-sale systems, preferred.
• Must have a reliable car and valid insurance. Travel between multiple Units regularly and on demand should be expected.

PHYSICAL REQUIREMENTS

• Ability to sit, stand, walk, bend, kneel, and reach for extended periods throughout the workday.
• Ability to frequently use hands and fingers to operate computers, keyboards, and other technical equipment.
• Ability to lift, carry, move, and set up equipment weighing up to 50 pounds.
• Ability to work under desks, in server or storage areas, and around cabling or network equipment.
• Ability to travel between company locations or event sites as needed to provide technical support.
• Visual ability to read screens, technical documents, and equipment labels, including close vision and the ability to distinguish colors related to wiring or system indicators.
• Ability to hear and communicate effectively in person, over the phone, and through virtual platforms.
• Ability to respond to urgent technical issues in a fast-paced operational environment, including occasional evening, weekend, or event support as needed.