IT Support Specialist (Field Based)

DIG INN Support•New York, NY

4d•$58,000 - $65,000•Hybrid

About The Position

At DIG, the Information Technology (IT) department is crucial for daily operations, supporting both customers and internal departments. The IT team ensures seamless technology experiences, focusing on food and the company's mission. This role is for an enthusiastic Full-Time IT Support Field Specialist who will report to the Sr. IT Manager and collaborate with the IT support team to ensure full restaurant coverage. This is a field-based role with the potential for occasional remote work and some travel outside of New York City. It offers an opportunity to learn and contribute within a small IT team.

Requirements

Ability to learn quickly and tackle challenges.
1-3 years of relevant work experience or equivalent education in onsite and remote computer support, computer networking, and POS support.
Experience with Point-of-sale software, including equipment installation, configuration, and troubleshooting.
Knowledge and experience with Mac OS and Windows administration and troubleshooting.
Experience supporting Jira Service Management or similar help desk systems and Slack.
Knowledge and experience with supporting mobile devices and remote support tools.
Knowledge of security processes and tools for cyber threat protection.

Nice To Haves

Must be based in New York City or the surrounding region with access to transportation into the city.
Willing to travel 75% of the time, including within New York City and additional markets.
Passionate about working with people.
A problem solver, eager to get to the bottom of any issue.
Interested in working with your hands, with an ambition to learn how to install network cables, fix existing cabling, and mount tech on walls.
Able (with or without reasonable accommodation) to perform repair tech duties such as climbing under counters, behind appliances, up on ladders, to fix cords, do cable management, labeling, and solving tech issues.
Tasks may include lifting items up to 50 pounds.
Compassionate, empathetic, and can provide a personal touch to tech support.
Positive and determined with the ability to maintain composure in high-pressure situations.
A self-starter with the ability to identify and act on current and potential tech issues throughout the restaurant.
Interested in growing professionally in an environment that values constant learning and hands-on experience.

Responsibilities

Serve as the primary point of contact for computer hardware and software-related requests from DIG employees, providing on-site and remote technical support.
Troubleshoot errors, bugs, and edge cases on critical systems such as POS systems, online ordering platforms, and restaurant networks.
Manage the in-restaurant network, including running data cables, repairing data jacks and network cables, and troubleshooting connectivity issues.
Mount tech equipment throughout restaurants.
Maintain cable management, data rack organization, and labeling.
Develop and improve preventative maintenance procedures for restaurant technology.
Assist with the maintenance and modification of POS and Online Ordering systems.
Utilize the ticketing system to document resolutions, update users, and enhance internal systems.
Manage and iterate on the onboarding and offboarding processes.
Support and troubleshoot business-class audio and CCTV systems.
Assist with expanding the inventory management system to improve IT Support processes.
Record and maintain detailed documentation for systems and processes for end-users and IT staff.
Support system administration to ensure critical systems are functional and reliable.
Maintain user accounts and access permissions (create, delete, update) across various digital platforms.
Maintain equipment inventory, user ownership, and repair tracking for Macs, PCs, Printers, and Mobile Devices.
Support a smooth employee journey from onboarding to offboarding, including machine imaging, account configurations, and training.
Complete preventative maintenance, upgrades, and repairs to computers, printers, and POS systems.
Instruct store personnel on proper technology operation techniques.
Provide on-call support after-hours and on weekends as part of the support team rotation.
Collaborate on technology needs for new restaurant openings and new business concepts.
Coordinate, plan, and execute on-site installations for new and reopened stores.