Technical Support Administrator

Responsibilities

• 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
• 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
• 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
• 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
• Create and maintain Knowledge Base articles and user-facing “how-to” guides
• Document incidents, troubleshooting steps, and resolutions to drive knowledge sharing
• Support onboarding/offboarding, including account provisioning, deprovisioning, and access management
• Provide training and guidance to team members on supported systems and applications
• Aid in patch management and deployment of critical updates
• Contribute to the development and improvement of IT processes, procedures, and service delivery standards
• Assist with occasional travel to restaurant locations for support or new system deployments

Qualifications

• 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

Benefits

• Incredible Discounts: Monthly Dining Allowance, 50% Dining and Carryout, 40% Retail Wine, 20% Retail and Private Events, Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts - Health and Dependent Care, Health Savings Account
• Long-Term Disability; Voluntary Short-Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team Member Incentives & Rewards
• Paid Time Off
• Milestones Recognition Program
• Complimentary Gym Membership in RSC Building
• Hybrid Work Week (3 days in office, 2 days remote, depending on role)