Technical Support Specialist

Andy s Pizza • Washington, DC

6h • $75,000 - $90,000

About The Position

The Technical Support Specialist provides comprehensive technical support to Andy’s Pizza through on-site visits and remote assistance. The role resolves technical issues across multiple channels, manages technology infrastructure, and helps ensure systems operate efficiently and securely across all environments. The specialist works closely with in-store operations and management teams to support a strong guest experience at all locations.

The position includes hands-on equipment installation and field work, help desk support and troubleshooting, systems administration and security, vendor coordination and planning, and documentation, training, and communication. The ideal candidate enjoys helping people, is organized and detail-oriented, and uses technology—including AI tools—to solve problems.

Requirements

• At least 3 years of IT technical support experience, including both on-site and remote support.
• Hands-on experience installing and repairing hardware using standard tools such as RJ45 crimpers, cable testers, multimeters, drills, and screwdrivers.
• Experience running, terminating, and testing network cabling.
• Strong working knowledge of Windows, macOS, iOS, and Android.
• Experience configuring and troubleshooting networks, including routers, switches, firewalls, and Wi-Fi.
• Experience with mobile device management (MDM) tools.
• Familiarity with cloud and SaaS applications such as Google Workspace, Slack, and Notion, and with user account administration.
• Experience with help desk ticketing systems and support workflows.
• Understanding of security best practices, including multi-factor authentication and secure device setup.
• Strong troubleshooting and problem-solving skills, with the ability to work independently in the field.
• Strong organizational, time-management, and project-management skills.
• Excellent verbal and written customer service and communication skills, including the ability to explain technical issues to non-technical staff.
• Valid driver’s license, proof of auto insurance, and access to a reliable vehicle for daily travel to Andy’s locations throughout the DC, Maryland, and Virginia area.
• Availability for on-call, evening, weekend, and holiday support as needed.
• High school diploma or equivalent.
• Experience with large language models such as Claude, ChatGPT, or Grok.

Nice To Haves

• Associate degree or higher in IT or a related field.
• Experience with POS systems, especially Square, or restaurant/retail technology.
• Experience with Ubiquiti/UniFi networking equipment.
• Industry certifications such as CompTIA A+, Network+, or similar.
• Familiarity with PCI compliance for payment systems.
• Spanish language proficiency.
• Experience in the hospitality industry.

Responsibilities

• Install, mount, connect, and replace technology equipment at stores and the office, including computers, tablets, POS and payment hardware, kitchen display screens, printers, network equipment, phones, cameras, audio systems, and menu boards.
• Run, terminate, label, and organize network and power cabling, and maintain server closets and equipment racks.
• Lead hands-on technology build-outs for new store openings, relocations, and upgrades, from initial setup through opening day.
• Travel to locations for repairs, equipment swaps, preventative maintenance, and system health checks, scheduling work around peak service hours.
• Serve as the first point of contact for technology issues across locations and the office, responding by phone, email, Slack, remote access, or in person.
• Diagnose and resolve hardware, software, and network problems, escalating issues to vendors or team members as needed.
• Participate in an on-call rotation for after-hours, weekend, and holiday support, including on-site response when needed.
• Administer cloud-based applications, device management, and user accounts, coordinating with HR to provide or remove access and equipment as employees join, transfer, or leave.
• Support third-party delivery and online ordering platforms, as well as employee platforms.
• Monitor systems proactively and deploy updates and patches.
• Maintain backup internet, data backups, and recovery plans to help keep stores running during outages.
• Implement security best practices, support PCI compliance, and respond to security incidents.
• Manage technology vendors and coordinate and oversee their on-site work.
• Maintain inventory of hardware, software, licenses, warranties, and subscriptions.
• Recommend and source equipment and contribute to the annual technology budget.
• Document technical work and maintain accurate records and a knowledge base of common solutions.
• Train team members on technology use and basic troubleshooting.
• Communicate technical issues clearly in non-technical terms and coordinate with others to ensure continuity of support.
• Track support metrics and identify opportunities to improve service.

Benefits

• Salary range of $75,000–$90,000.
• Health, dental, and vision insurance; eligible the first of the month after 30 days of employment.
• 401(k) plan with a 4% company match; eligible after 1 year of employment.
• Unlimited PTO.
• Employer-sponsored short-term disability coverage.
• Employee discounts on food and beverages.
• Opportunities for growth and advancement within the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED