Information Technology Support Technician
5 days ago
Stamford
We are looking for a hands-on IT Support Technician to keep technology running across our quick-service restaurant locations. You will be the first point of contact for hardware, software, network, and point-of-sale issues, triaging vendors as needed. This is a split role: remote work, diagnosing tickets and administering systems, plus time in restaurants for troubleshooting, new-opening testing, and on-site support. \n \n Above all, this role requires someone who genuinely understands how a restaurant runs, what a lunch rush feels like, why a down register at noon is a different emergency than one at 3 p.m., and how a mis-configured modifier ripples from the line to the guest to the P&L. You can walk into a store, read the operation, and prioritize accordingly. \n \n What You’ll Do: Essential functions include, but not limited to: \n \n Help Desk & End-User Support \n\n • Serve as the first point of contact for hardware and software requests from restaurant and corporate employees — in person, by phone, by email, and through the ticketing system.\n, • Calmly troubleshoot by asking pertinent questions and running diagnostics, then resolve the issue directly or walk the user through the steps remotely.\n, • Record every problem and resolution in the ticketing system and promptly follow up with users on status.\n, • Train and instruct store personnel on proper operation of restaurant technology, including after-hours and weekend on-call support as needed.\n\n Restaurant Operations Partnership \n\n • Triage by operational impact — a register or kitchen display down during a rush comes before a back-office request.\n, • Know the full order lifecycle — entry, routing to the line, expo, payment, reporting — and which system owns each step when something breaks.\n, • Translate operational pain points from general managers and crew into technical fixes and explain technical constraints back in language that works on the line.\n, • Support the systems store teams rely on shift to shift: labor and scheduling tools, cash handling hardware, drive-thru and kitchen display systems, and temperature monitoring.\n, • Recommend process and configuration improvements that reduce errors, speed up service, and cut repeat issues at the store level.\n\n Network & Infrastructure \n\n • Troubleshoot wired and wireless connectivity across restaurant and office environments — IP addressing, VLANs, firewalls, failover configuration, etc.\n, • Support and troubleshoot audio, camera, and VOIP/cloud-based phone systems.\n, • Support M365 administration and configuration and ensure critical systems stay functional and reliable for office and remote users.\n\n POS, Menu & Restaurant Systems \n\n • Troubleshoot errors, bugs, and edge cases on the POS and online ordering platform.\n, • Support menu configuration across POS, digital ordering, and third-party delivery — keeping pricing, modifiers, and routing accurate, including 86ing across all channels.\n, • Monitor and troubleshoot integrations between ordering, payment, and fulfillment systems, partnering with internal teams and vendors to prevent recurrence.\n, • Support QA testing for new menu items, system upgrades, and LTOs before go-live.\n\n Accounts, Inventory & Documentation \n\n • Own onboarding and offboarding — user accounts and access permissions across digital platforms, machine imaging, account configuration, and end-user training.\n, • Maintain equipment inventory, user ownership, and repair tracking for PCs, printers, and mobile devices.\n, • Maintain documentation — configuration standards, troubleshooting procedures, rollout playbooks, and preventative maintenance programs — for end users and IT staff.\n\n New Openings & Projects \n\n • Assist the IT Director on ongoing and new projects, bringing solid project management skills to new hardware and software rollouts.\n, • Coordinate, plan, and execute on-site installations for new store openings and reopenings with vendors, and onboard new locations into all systems.\n\n \n What Will Make You Successful: \n \n\n • 1–3 years of relevant work experience, or equivalent education, providing on-site and remote computer support, computer networking, and POS support.\n, • Experience with point-of-sale software, including equipment installation, configuration, and troubleshooting.\n, • Direct experience working in a restaurant; QSR or fast-casual strongly preferred, multi-unit a plus. Time spent as a crew member, shift lead, or manager is a real advantage.\n, • Understanding of how front-of-house and back-of-house workflows connect: order entry, kitchen routing and expo, throughput timing, inventory and 86ing, cash handling, and end-of-day reporting.\n, • M365 and general system administration (user adds, moves, changes, deletes).\n, • Solid grasp of networking concepts (IP addressing, protocols) plus firewall, antivirus/antispam, and security tools.\n, • Remote administration tools such as Remote Desktop and Terminal Services.\n, • Ability to design a durable solution rather than just fixing the immediate problem.\n, • Credible with store teams, hands-on by nature, and eager to keep learning.\n, • Physical Requirements: Ability to, with or without reasonable accommodation, perform repair duties such as climbing under counters, working behind appliances, and using ladders, and to lift items up to 50 pounds.\n, • Travel: Ability to drive a motor vehicle and travel to restaurants and other business locations up to approximately 40% of the time. Travel to NJ, NY, CT, PA, DE and additional markets, including weekend visits and after-hours calls.\n\n What You Can Expect From Us: \n\n • Competitive salary including bonus program\n, • Transportation Stipend\n, • 401(k) with company match\n, • Medical, dental, vision Insurance\n, • Paid time off + sick time\n, • Career Growth opportunities\n\n \n About Rackson Restaurants: \n Rackson Restaurants is recognized as one of the top QSR operators in the US with a strong growth strategy and a commitment to values-based leadership. Putting people first is at the core of our company culture. Come be a part of our all-star team!