IT Operations - Support Specialist

Job Responsibilities

• Own and lead the day-to-day IT operations, including POS management, hardware and network troubleshooting, and technology support.
• Independently manage all aspects of POS menu configuration, product data, brand setup, and system scheduling across platforms including Micros, Nextep, and Square.
• Directly oversee IT asset lifecycle management including procurement, deployment, inventory tracking, returns, and vendor coordination.
• Analyze, review, and propose system or workflow improvements to enhance operational efficiency and resolve business challenges through technology.
• Provide training and develop knowledge-sharing materials for field teams and cross-functional stakeholders to ensure scalable and consistent tech enablement.
• Act as a cross-functional project lead, partnering with Operations, Culinary, Marketing, and other internal teams to support technology projects from concept through execution.
• Manage AV equipment requests and provide onsite support for events and meetings as needed.
• Stay informed on emerging technologies and contribute to ongoing innovation strategies across the account.
• Develop SOPs and user documentation to support onboarding, training, and self-service capabilities for end users.

Qualifications

• Bachelor's degree in information technology, business, or related field.
• 2-4 years of progressively responsible experience in IT support or business systems analysis, preferably in a hospitality or retail environment.
• Demonstrated expertise in POS systems (Micros, Nextep, Square), with a strong track record of ownership and accuracy.
• Experience with asset management tools and IT inventory practices.
• Excellent communication, organizational, and problem-solving skills.
• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.
• Prioritization of cross-functional team leadership experience.

Preferred Qualifications

• Background in hospitality, food service, or retail technology environments.
• Project coordination or cross-functional team leadership experience.
• Hands-on troubleshooting experience hardware components including laptops, desktops, tablets, printers, routers, and POS peripherals (e.g., receipt printers, payment terminals, kitchen display systems).
• Familiarity with basic networking concepts such as IP configuration, DHCP, DNS, and wireless troubleshooting.

Key Competencies

• Initiative and ownership of responsibilities.
• Strong interpersonal and cross-team collaboration skills.
• Ability to analyze systems and business needs with a problem-solving mindset.
• Comfort with multitasking and working in fast-paced environments.
• Passion for teaching and empowering others through technology.
• Customer service experience in a hospitality setting.