Tier 1 IT Support Technician - Part Time

BIGGBY COFFEE Home Office•East Lansing, MI

1d•$19 - $32•Hybrid

About The Position

The Tier 1 IT Support Technician serves as the support liaison for corporate office employees and franchise store location requiring technical assistance with store hardware and software. This role provides remote and limited on-site support for hardware, software, and point-of-sale (POS) systems, ensuring timely and accurate problem resolution. The Tier 1 Support Technician plays a key role in maintaining business continuity by responding to inquires, troubleshooting issues, and escalating complex problems to appropriate internal parties or external vendors when necessary. Schedule Requirements: Daytime availability required on Mondays and Fridays Additional hours (approximately 10–15 per week) will vary Ideal candidates comfortable with a flexible schedule and the ability to work different days/times as needed This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Requirements

Minimum of High School Diploma and Technical Training required
Minimum of 2 years of experience providing technical support in a professional setting
Basic troubleshooting skills via hardware and software
Knowledge of Microsoft Windows & Microsoft Office products
Basic understanding of Mac products to support iOS and Mac users
Ability to prioritize tasks
Good communication skills, both written and verbal, with a customer service-oriented mindset
Ability to communicate professionally and effectively to stakeholders across the organization
Ability to maintain discretion related to confidential information
Strong attention to detail
Strong organizational skills
Effective time management skills
Ability to multi-task and work cooperatively with others
Ability to maintain discretion related to confidential information
Ability to excel in a remote work environment, both independently and as a member of a team
Ability to manage stress and conflicts in a work setting
Ability to lift up to 40 lbs occasionally
Prolonged periods of seated work
Reliable internet and setting to perform job remotely
Requires occasional travel to Home Office in East Lansing, MI
Requires minimal travel to BIGGBY store locations

Nice To Haves

Associates Degree in IT or equivalent job training preferred
Experience with helpdesk ticketing systems preferred
A+ preferred
Net+ preferred

Responsibilities

Troubleshoot and resolve hardware, software, and network issues for corporate employees and franchise store locations
Document support tickets with detailed descriptions of issues, resolutions, and actions taken
Support hardware setup and maintenance for corporate employees including desktops, laptops, and mobile devices
Support stores with hardware issues on terminals, pin pads, receipt printers, hand scanners, etc.
Troubleshoot issues with in-house POS system (PERC-o-Matic/PERC-o-Manager)
Prepare/Configure new store equipment, POS equipment (terminal, pad configuration, BOH setup, etc.)
Provide clear, professional, and empathetic communication with end-users
Escalate unresolved or complex issues to appropriate parties or departments
Collaborate with team members on complex or recurring issues
Prepare shipments of equipment to stores

Benefits

10 days of vacation days as a new hire. Vacation days will then increase with your tenure.
9 Sick Days, 5 Floating Holidays, and 3 Volunteer Days per calendar year.
13 Company-Paid holidays per year.
A paid sabbatical after every 5 years of employment.
Family Care Plan (maternity/paternity)
Bereavement days
ST/LT disability
401K w/ employer match (up to 4%)
Tuition Reimbursement
$100,000 company-paid life insurance
medical, dental, & vision insurance
remote office set-up bonus
a fixed monthly allotment
flexible scheduling
discounted pet insurance
discounted BIGGBY® merchandise
discounted college tuition through select universities