IT Support Specialist (Field Based)

DIG INN Support•New York, NY

19h•$58,000 - $70,000•Hybrid

About The Position

At DIG, the Information Technology (IT) department plays a crucial role in supporting both customers and internal departments, ensuring seamless technology experiences. The IT team is seeking an enthusiastic Full-Time IT Support Field Specialist to join their growing team. This role reports to the Sr. IT Manager and collaborates with the IT support team to ensure comprehensive restaurant coverage. This is a field-based position with the potential for occasional remote work and some travel outside of New York City.

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 protection against cyber threats.

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 resolve issues.
Interest in hands-on work, including installing network cables, fixing existing cabling, and mounting 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.
Ability to lift items up to 50 pounds.
Compassionate, empathetic, and able to 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 professional growth 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 the POS system, online ordering platform, and restaurant network.
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 store openings and existing store reopenings.