IT HELP DESK TECHNICIAN

Mendocino Farms•El Segundo, CA

1d•Onsite

About The Position

At Mendocino Farms, we don’t just sell sandwiches – we Sell Happy! We are a growing restaurant group operating 85+ locations nationally, delivering a seamless guest experience through people, process and technology. Our Dallas HQ IT team supports the field operations, back-office systems, and guest-facing technology stack. We are seeking a sharp, service-oriented IT Help Desk Technician who thrives in a fast-paced environment and has or is eager to gain experience with restaurant-specific applications and hardware. As the IT Help Desk Technician, you will serve as the first line of support for our restaurant teams and corporate staff, focused on day-to-day operational reliability of our point-of-sale systems, back-office applications, devices, and network connections. You will help ensure that our stores and back-office operations can run smoothly by troubleshooting issues, enabling technology deployment, working with vendors, and assisting with application support for key systems such as TOAST, OLO, and others.

Requirements

1-2 years of IT support/help desk experience (ideally in a restaurant, hospitality, retail or multi-site environment).
Strong troubleshooting skills with hardware, network and software issues.
Excellent verbal and written communication skills; ability to explain technical issues to non-technical users.
Ability to remain calm under pressure, manage multiple tickets, & prioritize effectively.
Demonstrated ability to log tickets, track resolution and maintain documentation.

Nice To Haves

Experience supporting restaurant POS systems (ideally TOAST or similar), KDS.
Familiarity with online ordering integrations
Experience with ticketing systems (Zendesk preferred) remote support tools, Windows OS, networking (TCP/IP, WiFi, VPN).
Ability to identify recurring issues and contribute to procedural improvements.
Help Desk/ITIL certification is a plus but not required.

Responsibilities

Serve as the primary point of contact for IT support requests from restaurant locations and corporate users.
Log, triage and prioritize incidents in the Zendesk ticketing system, track to resolution and document root causes or recurring issues.
Perform remote diagnostics and in-person support as needed (store visits, technology installations, network/device resets) for POS terminals, kitchen displays, back-office PCs, mobile/tablet devices, printers, and peripherals.
Assist with hardware and software rollouts: staging devices, configuring, deploying, coordinating shipping or on-site setup.
Maintain and update knowledge-base articles, user guides and quick-start documentation tailored for store teams.
Identify patterns of recurring incidents across the store network; escalate to senior IT/third-party support and contribute to improvement of processes and system stability.
Collaborate with network, applications, and field-support teams to ensure cohesive service delivery and timely resolution of escalated issues.
Provide excellent customer service: communicate clearly, manage expectations, follow up with end users to ensure their issues are resolved satisfactorily.
Track and maintain inventory of devices, peripheral equipment and IT assets in restaurant locations (POS terminals, printers, tablets, etc.).
Occasionally may be required to respond outside normal hours (store openings, emergencies) depending on business needs.