Full-time
Position Summary: The Information Technology (IT) Field Service Technician provides operational field level IT service support and assistance to the Fourteen Foods family of restaurants. Each Field Service Technician takes responsibility for his or her region and becomes the primary technical expert for their stores. When IT Service request tickets are not in queue for specific IT repair requests, the Technicians visit the stores assigned to their territory to perform preventative IT systems maintenance and to provide IT support in any way possible.
Travel is required as a part of this position and may include several overnight stays to accomplish assigned tasks.
Essential Functions:
• Provide passive and proactive IT support for store’s IT equipment.
• Be proactive and adaptable to situations and evaluate the best processes and timing to provide IT support to the stores.
• Store-level IT support includes the store’s technology platforms which includes, but is not limited to, Point-of-Sale (POS) systems, back-office computer systems, telephone and internet service, video camera security systems, drive-thru headset systems, drive thru timer systems and peripherals, digital menu panels (TVs), miscellaneous networking and cabling, and credit card systems.
• Take responsibility for the troubleshooting and resolution of assigned help desk tickets involving technology issues at the stores to include swapping hardware as needed.
• Document resolutions to issues and develop support documentation for IT related equipment and systems as it applies to the stores.
• Install hardware and software upgrades to the store technology platforms, configure and test various store technology equipment as a part of store acquisitions and/or new builds.
• Un-install hardware and software technology platforms as required for remodels, store relocations, and/or store closings.
• Assist office users or operations team members with technology related issues, as necessary.
• Engage in Life-Cycle management processes.
• Assist the business with projects and initiatives which may or may not include afterhours work.
• Run low voltage cable as necessary to ensure proper connectivity of networked devices.
• Train new and existing store personnel on new technology devices and/or applications to ensure an overall understanding of the technology systems in place.
• Participate in preventative maintenance such as cleaning POS registers and confirm that rogue devices are not installed or added to the store technology equipment.
• Provide after-hours and weekend support, on a rotation schedule, as necessary.
• Working knowledge of Quick Serve Restaurant (QSR) technology and networking.
• Perform physical functions that include but are not inclusive to: • Standing, Sitting, Walking, Bending, Twisting, Kneeling and Climbing
• Reaching, lifting (0-50 lbs.), carrying (0-50 lbs.), grasping
• Repetitive Motion
• Working conditions may also vary in location/department; such as; noise, heights, and heat to name a few.
• Other duties as assigned.
Competencies:
• Organizational, planning, and time management skills
• Communication skills, both verbal and written
• Problem analysis and problem-solving expertise
• Adept at using construction tools (i.e., ladders, level, hammer, drill, screwdriver, etc.)
• Attention to detail and accuracy.
• Proficient in Microsoft (Word, Excel, and Outlook)
• Proficient with troubleshooting mobile hardware (cell phones, laptops, etc.)
Qualifications:
• Associate’s or bachelor’s degree in Computer Science or MIS preferred, or equivalent relative experience.
• 2-3 years of IT QSR/retail experience preferred.
• CompTIA A+, Security +, and/or Network+ certifications or similar is a plus.
• PCI Compliance certification is a plus.
• Excellent communication skills and a strong communicator
• Ability to travel 50% - 75% of work hours.
• Clean driving record
• Occasional overnight travel required