Field IT Support Technician

DIG INN Support•New York City, NY

7h•Hybrid

About The Position

At DIG, we’re building our technology with the same passion we apply in our kitchens. Information Technology (IT) is relied on daily by DIG’s loyal customer base and nearly every internal department -- from making sure Sweet Potatoes are available to our online customers to ensuring data security. Given this responsibility, DIG’s IT team hustles to ensure our guests and employees experience technology seamlessly so that the focus remains on the food and our mission. In the spirit of providing the very best for our end-users, we’re searching for an enthusiastic Full-Time IT Support Field Specialist to join our growing team. You will report to our Sr. IT Manager and work collaboratively with the rest of the IT support team to ensure full restaurant coverage. If you are looking for an opportunity to rapidly learn and contribute as a member of a small IT team with big aspirations, this is the role for you! Please note this is a field-based role with the opportunity to occasionally work remotely with some travel outside of New York City.

Requirements

The ability to learn quickly and tackle challenges head-on.
1-3 years of relevant work experience or equivalent education, providing onsite and remote computer support, computer networking, and POS support.
Experience with Point-of-sale software, including equipment installation, configuration, and troubleshooting.
Knowledge and experience with Mac OS and Windows administration and troubleshooting.
Experience supporting Jira Service Management or similar help desk systems and Slack.
Knowledge and experience with supporting mobile devices and remote support tools.
Knowledge of security processes and tools that protect from cyber threats.

Nice To Haves

Must be based in New York City or the surrounding region with access to transportation into the city.
Willing to travel 75% of the time; with New York City and additional markets
Passionate about working with people.
A problem solver, eager to get to the bottom of any issue.
Interested in working with your hands, with an ambition to learn how to install network cables, fix existing cabling, and mount tech on walls.
Able (with or without reasonable accommodation) to perform repair tech duties such as climbing under counters, behind appliances, up on ladders, (etc.) to fix cords, do cable management, labeling, and solving tech issues.
Tasks may include lifting items up to 50 pounds.
Compassionate, empathetic, and can provide a personal touch to tech support.
Positive and determined with the ability to maintain composure in high-pressure situations.
A self-starter with the ability to identify and act on current and potential tech issues throughout the restaurant.
Interested in growing professionally in an environment that values constant learning and hands-on experience.

Responsibilities

Be the first point of contact for all computer hardware and many software-related requests from DIG employees, providing on-site and remote technical support.
Exercise problem-solving to troubleshoot errors, bugs, and edge cases on critical systems (e.g., POS system, online ordering platform, restaurant network).
Work closely on the in-restaurant network, running data cables, repairing data jacks and network cables, and troubleshooting connectivity issues.
Mounting tech equipment throughout the restaurant.
Maintain cable management and data rack organization and labeling.
Iterate and expand on preventative maintenance for restaurant technology.
Assist with the maintenance and modification of the POS and Online Ordering systems.
Work within our ticketing system to document resolutions, update users, and assist in improving our internal systems.
Manage and iterate on portions of the process of onboarding and offboarding.
Support and troubleshoot business-class audio and CCTV systems.
Assist with expanding our inventory management system, which will improve the IT Support process.
Record and maintain detailed documentation for systems and processes, for both end-users and other IT staff.
Support with system administration, ensuring that all critical systems are functional and reliable.
Maintain user accounts/access permissions (create, delete, update) across various digital platforms.
Maintain equipment inventory, user ownership, and repair tracking (equipment includes Macs, PCs, Printers, and Mobile Devices).
Support a smooth employee journey from onboarding to offboarding; tasks may include conducting machine imaging, account configurations, and training.
Complete preventative maintenance, upgrades, and repairs to computers, printers, and POS systems.
Support with instructing store personnel on proper operation techniques of the technology.
Provide on-call support after-hours and on weekends with the rest of the support team.
Collaborate on the technology needs for all new restaurant openings and new business concepts (e.g. new delivery concepts, open restaurants in new geographical markets, new internal business products).
Coordinate, plan, and execute on-site installations for new store openings/existing store reopenings.