IT Analyst - Help Desk Support

Papa Ginos Inc.; Dedham (MA); Hybrid; USD 39,000 - 44,000; Part time

Job summary

Papa Gino's Inc. is seeking a part-time Help Desk Technician to support restaurant and corporate staff with a 20-hour-per-week schedule. You will cover POS terminals, network devices, kiosks, mobile ordering, and digital signage to ensure reliable operation.

The ideal candidate has 2–4 years IT support experience, familiarity with Toast POS, Windows, and ticketing tools (ServiceNow, Zendesk, Freshservice). A hybrid schedule and strong customer service mindset are required.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 2–4 years of IT support experience, preferably in QSR, hospitality, or retail.
• Experience supporting POS systems (Toast) and restaurant networks.

Responsibilities

• Provide first and second-level technical support to restaurant and corporate users via phone, email, and remote tools.
• Troubleshoot issues, respond to help desk tickets, and ensure timely resolution.
• Document all interactions and maintain accurate records in the ticketing system.
• Assist with setup, maintenance, and troubleshooting of POS systems.
• Monitor and support network connectivity across restaurant locations; work with vendors to resolve outages.
• Ensure data backup and recovery protocols, endpoint security, patch management.
• Create and update technical documentation and user guides; train staff on basic troubleshooting.

Skills

Windows OS

Microsoft 365

TCP/IP networking

Wi‑Fi management

ServiceNow

Zendesk

Freshservice

Toast POS

Printers & scanners

Customer service

Education

Bachelor's degree in IT/CS or related field

Tools

Toast POS

Printer/Scanner hardware

KDS/Tablets

Job description

Description

Now Hiring Part Time Help Desk Technician

20 hours per week

$28-$32 per hour based on experience

The I.T. Analyst – Help Desk Support plays a critical role in maintaining and supporting the technology infrastructure that powers our Quick Service Restaurant (QSR) operations. This individual provides first-line technical support to restaurant and corporate staff, ensuring that all systems—including POS terminals, network devices, kiosks, mobile ordering, and digital signage—operate efficiently and reliably.

The ideal candidate will have a strong understanding of QSR technology systems, exceptional troubleshooting skills, and a customer service mindset to assist both restaurant and corporate team members.

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Key Responsibilities

Technical Support & Help Desk

• Provide first and second-level technical support to restaurant and corporate users via phone, email, and remote tools.
• Respond promptly to help desk tickets, troubleshoot issues, and ensure timely resolution.
• Document all support interactions and maintain accurate records in the ticketing system.
• Assist with the setup, maintenance, and troubleshooting of POS systems.
• Support hardware and software installation, configuration, and upgrades.

Network & Systems Maintenance

• Monitor and support network connectivity across restaurant locations (routers, switches, firewalls, and wireless access points).
• Work with external vendors or service providers to resolve network and system outages.
• Ensure backup systems and data recovery protocols are in place and functioning.
• Maintain endpoint security compliance, including antivirus and patch management.

Restaurant Technology Support

• Provide technical support for QSR-specific systems such as online ordering, delivery integrations, loyalty programs, and payment processing.
• Assist with technology rollouts, including POS upgrades and new location openings.
• Coordinate with operations and training teams to ensure smooth adoption of new technology solutions.

Documentation & Training

• Create and update technical documentation, FAQs, and user guides for restaurant staff.
• Assist in training employees on basic troubleshooting procedures and best practices.
• Identify recurring issues and recommend long-term solutions or system improvements.

Requirements

Education & Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 2–4 years of I.T. support experience, preferably in the Quick Service Restaurant, hospitality, or retail sectors.
• Experience supporting POS systems (e.g. Toast.) and restaurant network environments.

Technical Skills

• Proficiency with Windows OS, Microsoft 365, and remote support tools.
• Strong understanding of TCP/IP networking, VPNs, and Wi-Fi management.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
• Familiarity with restaurant hardware peripherals (printers, scanners, KDS, tablets).

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication and customer service orientation.
• Ability to work under pressure in a fast-paced, service-driven environment.
• Flexible schedule availability to support restaurant operations (nights/weekends if needed).

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Preferred Certifications

• CompTIA A+, Network+, or similar certification.
• ITIL Foundation certification (preferred but not required).

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Work Environment

• Hybrid
• Occasional travel to restaurant sites for installations, maintenance, or support.