IT Support Specialist

Position Summary

The IT Support Specialist provides day-to-day technology support for Perry’s Restaurants’ corporate office and restaurant locations. This part-time position serves as the primary responder for routine IT support requests during scheduled working hours and assists with user administration, device preparation, inventory, vendor support, and other recurring IT tasks. The position is focused on resolving routine issues and completing established support processes, with advanced technical, infrastructure, application, and security issues escalated to senior IT staff.

Essential Duties and Responsibilities

• Serve as the primary responder for routine IT support requests during scheduled working hours.


• Provide remote support to restaurant and corporate employees.


• Troubleshoot common computer, tablet, mobile device, printer, peripheral, software, and connectivity issues.


• Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.


• Perform initial troubleshooting of restaurant technology and POS-related issues.


• Document troubleshooting and resolutions in the IT help desk system.


• Recognize issues requiring escalation and route network, infrastructure, endpoint, and hardware matters and application, security, policy, vendor-contract, business-process, and technology-strategy matters to the appropriate person.


• Perform routine user onboarding, account changes, and offboarding according to established procedures.


• Assist with password resets, MFA, account lockouts, licenses, groups, shared mailboxes, and other routine Microsoft 365 administration.


• Complete and document assigned access changes.


• Configure and prepare computers, tablets, and other technology equipment according to established standards.


• Prepare, label, document, package, and ship equipment for new hires, restaurant locations, replacement cycles, and projects.


• Maintain hardware and device inventory records.


• Coordinate equipment returns and retired hardware.


• Assist with Intune enrollment and routine device-management tasks.


• Complete assigned device update and remediation follow-up.


• Provide initial remote troubleshooting for restaurant technology issues; gather relevant information and determine the appropriate internal or vendor escalation path.


• Open and follow up on support cases with established technology vendors; coordinate replacement equipment and vendor support appointments; maintain documentation of vendor cases; and escalate unresolved or recurring issues.


• Assist with equipment preparation and other assigned tasks for technology projects and new restaurant openings.


• Assist with company-wide hardware and software deployments through remote or corporate-office tasks.


• Create and update support documentation, knowledge-base articles, and deployment checklists.


• Identify recurring support issues and bring them to the Director of Technology for review.


• Escalate application, security, policy, vendor-contract, business-process, and technology strategy issues to the Director of Technology.


• Perform other job related and compatible duties as requested.

Qualifications

• 1–3 years of IT support, help desk, desktop support, or similar experience preferred. 


• Working knowledge of Windows and Microsoft 365. 


• Familiarity with Entra ID, Intune, and endpoint management preferred. 


• Basic understanding of networking and internet connectivity. 


• Strong troubleshooting, communication, and organizational skills. 


• Ability to work independently and recognize when escalation is appropriate. 


• Experience supporting restaurant, hospitality, retail, or multi-location environments is a plus. 


• Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner.  


• Exerting up to 25 pounds or more occasionally to lift, carry, pull, or otherwise move objects. 


• Typically, sedentary physical activity performing non-strenuous daily activities of an administrative nature. 


• This position is considered part-time with a consistent weekly schedule. 


• Ability to sustain prolonged use of a computer. 

Physical Requirements

• This job is operated onsite in an office setting. This role routinely uses standard office equipment.


• Well-lighted, heated and/or air-conditioned indoor office/production setting with adequate ventilation.

Working Environment

• This job is operated onsite in an office setting. This role routinely uses standard office equipment.


• Well-lighted, heated and/or air-conditioned indoor office/production setting with adequate ventilation.