Senior Desktop Support Technician
$70,000–$75,000 year
HybridAustin, Texas, United States
Job Summary
Provide Tier 2/3 support for desktops, laptops, mobile devices, and peripherals across all Black Family Hospitality concepts, with a strong emphasis on Toast POS environments. Troubleshoot and resolve issues related to terminals, handheld devices, printers, and payment integrations, while diagnosing hardware, software, and connectivity issues in high-volume restaurant environments. Act as the escalation point for complex issues, leading onsite and remote troubleshooting efforts to ensure system stability, performance, and security. Conduct regular onsite visits to proactively identify problems, assist with new store openings, relocations, and remodels, and manage hardware inventory and lifecycle replacement. Maintain accurate documentation, develop SOPs, and collaborate with vendors and Operations teams to minimize downtime during service hours.
Required Qualifications
- 4+ years of desktop support experience
- Ability to work flexible hours, including nights and weekends as needed
- Frequent travel to local restaurant locations
- regional travel may be required
- On-call or after-hours support
Desired Qualifications
- 2+ years supporting hospitality or restaurant technology environments
- Experience with new store openings (NSOs) in the hospitality industry
- Familiarity with ITSM tools (ServiceNow, Zendesk, etc.)
- Experience with VoIP systems and structured cabling
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