IT Helpdesk Specialist

The IT Support Specialist is responsible for providing effective technical support and maintaining the organization’s IT infrastructure. The primary focus for this role is supporting a range of software and systems used in our fine dining restaurants and catering operations, including Microsoft Office 365, Microsoft Azure, and other specialized technologies. Commitment to prompt issue resolution and clear and consistent communication to staff is key to ensuring the seamless execution of high-end dining and catering events. 

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.
• Assist with setup, support, and troubleshooting of technology systems integral to operations, including 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.
• Coordinate 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.

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.