Restaurant IT Support Specialist
Dallas-Fort Worth locations
We are seeking a Restaurant IT Support Specialist to provide technical support for our restaurant locations, corporate users, and IT infrastructure. The primary focus of this position is supporting the technology that keeps our restaurants operating, including POS systems, networking, hardware, payment systems, online ordering, and other restaurant technology.
This is a hands-on, customer-focused role that combines remote support with regular on-site support, preventive maintenance, technology deployments, and troubleshooting.
Key Responsibilities
Restaurant Technology Support
- Provide first- and second-level technical support for restaurant locations.
- Troubleshoot and support POS systems, applications, payment devices, printers, tablets, kitchen technology, and other restaurant hardware.
- Support restaurant networks, Wi-Fi, internet connectivity, switches, routers, and related equipment.
- Troubleshoot issues affecting orders, payments, kitchen operations, and communication between restaurant systems.
- Support online ordering, delivery platforms, third-party integrations, and other restaurant technology.
- Provide remote and hands-on on-site support to restaurant locations.
- Assist with new restaurant openings, remodels, technology deployments, upgrades, and system rollouts.
- Identify recurring issues and work with IT staff and vendors to determine root causes and long-term solutions.
Preventive Maintenance
- Perform scheduled on-site preventive maintenance at restaurant locations to identify and resolve potential technology issues before they affect operations.
- Inspect and test POS equipment, printers, payment devices, tablets, network equipment, cabling, and other technology.
- Clean, organize, and maintain IT equipment and technology areas as appropriate.
- Identify aging, damaged, or unreliable equipment and recommend repair or replacement.
- Verify equipment and network connections are properly configured and operational.
- Maintain documentation of maintenance visits, equipment conditions, issues, and follow-up requirements.
- Help maintain the company's preventive maintenance schedule and identify recurring equipment issues or trends.
Corporate IT Support
- Provide technical support to corporate users and staff.
- Support virtual desktop and remote-access environments.
- Troubleshoot computers, email, user accounts, phones, mobile devices, printers, and other peripherals.
- Assist with basic network, connectivity, access, password, and permissions issues.
- Support corporate hardware deployments, replacements, and upgrades.
- Work with senior IT staff and vendors to resolve infrastructure and application issues.
Support Tools, Documentation & Process Improvement
- Develop and maintain troubleshooting guides, knowledge-base articles, system documentation, and support procedures.
- Create step-by-step documentation for common restaurant and corporate technology issues.
- Assist in developing and implementing new IT support tools and technologies.
- Identify opportunities to automate repetitive tasks and improve support processes.
- Maintain accurate documentation of systems, equipment, configurations, and procedures.
- Look for ways to improve the overall support experience for restaurant and corporate users.
Vendor & System Support
- Work directly with POS, networking, telecommunications, software, and other technology vendors.
- Open, manage, and escalate vendor support cases when necessary while maintaining ownership of issues through resolution.
- Coordinate with vendors during installations, upgrades, troubleshooting, and system rollouts.
- Test vendor fixes, software updates, and configuration changes.
- Assist with evaluating and implementing new technology.
- Communicate outstanding issues and status updates to internal stakeholders.
User Support
- Provide responsive and professional support to restaurant managers, employees, and corporate users.
- Prioritize support requests based on business and operational impact.
- Communicate technical information clearly to non-technical users.
- Provide support by phone, email, remote-access tools, ticketing systems, and in person.
- Follow established escalation procedures while maintaining ownership of assigned issues.
- Keep users informed regarding the status of unresolved issues.
Required Qualifications
- Working knowledge of basic networking and troubleshooting.
- Experience troubleshooting computers, printers, tablets, payment devices, and other IT hardware.
- Basic understanding of Windows, email, user accounts, and desktop support.
- Strong troubleshooting, problem-solving, and analytical skills.
- Ability to diagnose unfamiliar problems and determine appropriate next steps.
- Strong written and verbal communication skills.
- Ability to work independently and effectively as part of an IT team.
- Ability to manage multiple issues and prioritize based on business impact.
- Willingness to travel to restaurant locations for on-site support and preventive maintenance.
- Ability to work occasional evenings, weekends, or after-hours for critical issues, scheduled maintenance, or technology deployments.
Preferred Qualifications
- Experience supporting POS systems in a restaurant environment.
- Experience with Aloha POS or another major restaurant POS platform.
- Experience supporting multi-unit restaurant operations.
- Experience with online ordering and third-party delivery platforms.
- Experience with restaurant networking and Wi-Fi.
- Experience with payment processing and credit card terminals.
- Experience with kitchen printers, KDS systems, tablets, and restaurant peripherals.
- Experience supporting virtual desktop environments.
- Experience with Microsoft 365, email, and business applications.
- Experience with phone/VoIP systems.
- Familiarity with ticketing and remote-support tools.
- Experience creating technical documentation and knowledge bases.
- Experience performing preventive maintenance on IT equipment.
Skills & Attributes
The successful candidate is:
- Customer-focused – understands that IT support exists to keep the business running.
- Restaurant-minded – understands the operational impact of technology issues.
- A problem solver – able to troubleshoot unfamiliar issues and find practical solutions.
- Hands-on – comfortable working with hardware, networking equipment, and restaurant technology.
- Proactive – identifies and addresses potential problems before they affect operations.
- Organized – able to manage support requests, maintenance, and projects simultaneously.
- Communicative – able to explain technical issues clearly to non-technical users.
- Resourceful – willing to research, test, and learn new technologies.
- Team-oriented – works effectively with IT, Operations, restaurant management, and vendors.
- Detail-oriented – understands the importance of accurate documentation and consistent maintenance.
Work Environment
This is a hybrid position combining remote and on-site work.
Most routine support can be performed remotely; however, the position requires regular travel to restaurant locations for troubleshooting, preventive maintenance, installations, technology deployments, and other projects.
The employee must be comfortable working in active restaurant environments, including exposure to kitchen heat, noise, and other typical restaurant conditions.
Because restaurant technology supports operations seven days a week, occasional evening, weekend, or after-hours support may be required for critical incidents, scheduled maintenance, or technology deployments.
Physical Requirements
- Ability to lift and move IT equipment weighing up to approximately 50 pounds.
- Ability to work under counters, behind POS stations, and in network/equipment areas.
- Ability to stand, walk, bend, kneel, and work in restaurant environments for extended periods.
- Ability to travel to restaurant locations as required.
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Referral program
- Vision insurance
Work Location: Hybrid remote in Irving, TX 75063
