IT Support Manager

SA Hospitality Group•New York, NY

134d•$110,000 - $110,000

About The Position

SA Hospitality Group is seeking an IT Support Manager to assist the IT Director with ongoing and new projects and provide technical support across its restaurant locations and office operations. The role serves as a primary point of contact for support requests, diagnosing and resolving technical issues, documenting tickets, and keeping users informed about progress. It also involves on-site support at restaurant locations in New York City, including on weekends, as well as support for remote users and mobile devices.

Requirements

Be a quick learner, an effective problem solver, detail-oriented, organized, and able to track multiple projects and issues.
Have excellent time-management and project-management skills.
Be customer-oriented and maintain a calm temperament.
Have exceptional interpersonal, verbal, and written communication skills in English.
Be well-versed in Windows Server and Windows workstation administration.
Have firewall technology or experience.
Be familiar with antivirus and antispam systems.
Have experience with Windows user administration, including adds, moves, changes, and deletes.
Have working knowledge of the MS Office suite, Outlook, PowerPoint, web browsers, and standard operating-system utilities.
Understand computer systems, mobile devices, and other technology products.
Be able to diagnose and resolve basic technical issues.
Have general troubleshooting skills and be able to design solutions rather than merely fix problems.
Understand networking concepts, including IP addressing and network protocols.
Be familiar with remote administration tools such as Remote Desktop and Terminal Services.
Be flexible and adaptable, able to adjust project plans as projects evolve.
Be able to work with external vendors.
Have good working knowledge of common office equipment, including printers, fax machines, projectors, and TVs.

Nice To Haves

Experience with point-of-sale systems.

Responsibilities

Assist the IT Director with ongoing and new projects.
Visit restaurant locations in New York City to provide on-site support, including on weekends.
Serve as the first point of contact for support requests made in person, by phone, email, or through the internal ticketing system.
Troubleshoot issues by asking relevant questions and performing diagnostics.
Research possible solutions and present the most likely solution to the user.
Resolve problems directly or guide users through resolution steps over the phone.
Record problems, events, and resolutions in the ticketing system.
Follow up promptly and update users about ticket status and requests for information.
Resolve desktop hardware and software issues on-site as needed.
Support VOIP and cloud-based phone systems.
Disassemble, relocate, and reassemble computers, monitors, and associated equipment.
Troubleshoot wired and wireless network issues.
Support mobile devices and remote users.
Support office technology such as televisions, projectors, and conference equipment.
Perform day-to-day maintenance of computers, printers, and other office equipment.
Implement preventative maintenance systems and troubleshooting procedures for users.