IT Support Specialist

Sugar Mountain•Seattle, WA

17d•$70,000 - $80,000•Onsite

About The Position

Sugar Mountain is seeking an IT Support Specialist to provide technology support across its Seattle-area office, production facility, restaurants, and shops. The role is the first point of contact when technology issues arise and is responsible for resolving problems, identifying root causes, and reducing recurring issues. The position supports a fast-moving, multi-site business and includes a mix of help desk work, device setup, site visits, and restaurant and retail technology support. The specialist will manage first-line support and the help desk, including ticket triage, prioritization, escalation, and documentation. They will support onboarding and offboarding, configure devices, and provision accounts in Microsoft Entra ID. The role also handles point-of-sale devices and restaurant desk phones, and includes regular visits to company locations for routine maintenance. The company is building toward AI-enabled operations, and the specialist will use AI tools in daily support work and help create self-service and automation capabilities. Over time, the role will grow to include network and Wi-Fi, basic systems and connectivity across sites, and cybersecurity work such as endpoint hygiene, secure logins, phishing awareness, and basic incident response. The position requires on-site presence five days per week, travel between locations, and occasional after-hours work for installs or urgent restaurant issues. The company describes itself as a small, close-knit, family-owned food company with a collaborative, mission-forward culture.

Requirements

At least 3 years of help desk or desktop support experience.
Regular use of AI tools for troubleshooting, documentation, or automating repetitive work, with the ability to verify AI-generated output.
Strong knowledge of Windows, Microsoft 365, and Entra ID, as well as printers, hardware, and account administration.
Networking fundamentals or a genuine appetite to learn infrastructure and security.
Self-starter who takes ownership of problems and follows them through to completion.
Creative problem-solving ability, including identifying root causes of recurring issues.
Friendly, service-first attitude and ability to explain technical topics to non-technical people.
Reliable vehicle and valid driver's license for travel between sites.
Ability to lift and move equipment weighing up to 50 pounds.

Nice To Haves

Point-of-sale, restaurant, or retail technology experience.
Network security or infrastructure experience.
Scripting or automation experience.
Genuine interest in food.

Responsibilities

Provide first-line technology support across company sites, including tickets, password resets, printers, hardware, walk-ups, and everyday user needs.
Manage help desk triage, prioritization, escalation, queue maintenance, and documentation.
Handle user onboarding and offboarding, device setup, and account provisioning in Microsoft Entra ID.
Set up, program, and troubleshoot point-of-sale devices and restaurant desk phones in coordination with retail and restaurant teams.
Visit each location regularly to perform routine maintenance and identify issues before they grow.
Use AI tools in daily support work and help develop self-service and automation for common questions.
Grow into supporting network and Wi-Fi, basic systems, and connectivity across sites.
Grow into cybersecurity work involving endpoint hygiene, secure logins, phishing awareness, and basic incident response.
Travel between company locations and occasionally work after hours for early installs or urgent issues.

Benefits

Annual bonus plan.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
15 days of paid time off.
9 paid holidays.
401(k) plan with company match.
35% discount at Sugar Mountain locations.
Daily catered lunches made by corporate development chefs.
American Wagyu steak tastings, artisanal cheese tastings, and participation in new recipe development and product testing.