SJob Title: IT Analyst, Restaurant Systemsenior Technical Support Specialist
About The Position
Job Title: IT Analyst, Restaurant Systems Reporting to: IT Director, Restaurant Systems Location: Dedham, MA (Hybrid) Key Responsibilities Restaurant Systems Support Provide day-to-day support for restaurant systems including POS, payments, kitchen systems, and back-office solutions. Troubleshoot issues, identify root causes, and coordinate resolution with internal teams and vendors. Support POS configuration based on Marketing Calendar requirements. Work directly with Marketing and Operations to elicit requirements for new products and promotions. Serve as an extension of the IT help desk to support the quick resolution of issues. POS Systems Monitor system health and assist in minimizing restaurant downtime and service disruptions. Establish and maintain a robust testing plan to ensure quality and on-time delivery of all configurations. Assist with new store openings, remodels, POS upgrades, and technology rollouts. Support pilot testing, store readiness checklists, and go-live validation. Track rollout tasks, risks, and issues to ensure successful completion. System Testing & Change Management Participate in testing for new features, patches, upgrades, and integrations. Validate fixes and enhancements in test environments before production release. Maintain change documentation and support communications to operations. Vendor & Cross-Functional Collaboration Work with restaurant technology vendors, payment processors, and network providers. Partner with Marketing, Operations, Training, Finance, and Support teams to align technology with restaurant needs. Provide clear status updates and issue summaries to stakeholders. Documentation & Process Improvement Create and maintain SOPs, troubleshooting guides, and deployment documentation. Identify recurring issues and recommend long-term improvements. Assist with tracking KPIs such as ticket trends, recurring failures, and system uptime. Security & Compliance Support Follow security best practices for restaurant devices and store systems. Support password/access procedures and assist with compliance requirements (PCI, policy standards). Report potential security concerns and assist with remediation activities.
Requirements
- 5+ years of IT support or systems analyst experience (restaurant/retail environment strongly preferred).
- Experience supporting POS systems and store technology (Toast and Olo strongly preferred).
- Experience supporting inventory and labor applications (Crunchtime strongly preferred).
- Ability to work with vendors and internal teams to resolve issues quickly.
- Strong communication skills and customer-service mindset.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong problem solving and root-cause analysis
- Detail oriented with excellent documentation habits
- Ability to communicate clearly with technical and non-technical users
- Strong organizational and follow-through skills
- Comfort working in restaurant environments when needed
- Team-first mindset with strong sense of urgency
Nice To Haves
- Strong troubleshooting skills across software, peripherals, and networking.
- Experience with Windows-based POS, Android/iOS devices, or managed tablets.
- Basic networking knowledge (IP addressing, switches, Wi-Fi, VPN, ISP outages).
- Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).
Responsibilities
- Provide day-to-day support for restaurant systems including POS, payments, kitchen systems, and back-office solutions.
- Troubleshoot issues, identify root causes, and coordinate resolution with internal teams and vendors.
- Support POS configuration based on Marketing Calendar requirements.
- Work directly with Marketing and Operations to elicit requirements for new products and promotions.
- Serve as an extension of the IT help desk to support the quick resolution of issues.
- Monitor system health and assist in minimizing restaurant downtime and service disruptions.
- Establish and maintain a robust testing plan to ensure quality and on-time delivery of all configurations.
- Assist with new store openings, remodels, POS upgrades, and technology rollouts.
- Support pilot testing, store readiness checklists, and go-live validation.
- Track rollout tasks, risks, and issues to ensure successful completion.
- Participate in testing for new features, patches, upgrades, and integrations.
- Validate fixes and enhancements in test environments before production release.
- Maintain change documentation and support communications to operations.
- Work with restaurant technology vendors, payment processors, and network providers.
- Partner with Marketing, Operations, Training, Finance, and Support teams to align technology with restaurant needs.
- Provide clear status updates and issue summaries to stakeholders.
- Create and maintain SOPs, troubleshooting guides, and deployment documentation.
- Identify recurring issues and recommend long-term improvements.
- Assist with tracking KPIs such as ticket trends, recurring failures, and system uptime.
- Follow security best practices for restaurant devices and store systems.
- Support password/access procedures and assist with compliance requirements (PCI, policy standards).
- Report potential security concerns and assist with remediation activities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
