IT Support Analyst
Lou Malnati's Pizzeria•Buffalo Grove, IL
•Hybrid
About The Position
Lou Malnati's is seeking an IT Support Analyst to provide front-line technical support to our restaurant locations and home office staff. This role is the first point of contact for technology issues — delivering friendly, effective help across hardware, software, network, and POS systems.
Requirements
- Strong end-user computing fundamentals — Windows, Office 365, networking basics
- Excellent customer service and communication skills
- Ability to follow troubleshooting procedures and document clearly
- Positive, team-oriented attitude
- High school diploma required
- 1-3 years of help desk or IT support experience
- Required to read and write English, follow verbal and written instructions, and use basic math
Nice To Haves
- Associate's degree in IT or related field preferred
- CompTIA A+ or equivalent experience preferred
- Restaurant or retail experience a plus
- Point-of-sale (POS) system experience preferred; Toast POS experience a strong plus, including terminal installation, configuration, and troubleshooting
- New store opening (NSO) support experience a plus — hardware staging, on-site deployment, and day-of technical support for restaurant launches
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing system
- Troubleshoot and resolve hardware, software, network, and POS issues
- Document all support interactions accurately in the ticketing system
- Escalate complex issues with complete documentation
- Perform on-site support at restaurant locations as scheduled
- Assist with hardware setup, imaging, deployment, and inventory management
- Support new user onboarding
- Contribute to knowledge base documentation
- Participate in an on-call rotation to provide after-hours support to Lou Malnati’s locations
- Travel to Lou Malnati’s restaurant locations and company sites as required
- Performs other related duties as assigned
- Use AI to research unfamiliar error messages and technical issues, finding solutions faster than searching alone
- Apply AI to draft clear, professional ticket notes and escalation documentation
- Leverage AI to help communicate technical issues to non-technical restaurant staff in plain, accessible language
- Use AI to draft knowledge base contributions and step-by-step resolution guides from issues you’ve solved
- Apply AI to learn new technologies and prepare for technical certifications and skill development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
