IT Services Specialist

The Cheesecake Factory Incorporated; Phoenix (AZ); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary and bonus opportunity

Health Benefits

Retirement savings program

Tuition reimbursement

Paid Time Off

Dining Discount of 50% off at all Fox Restaurant Concepts

Job summary

The Cheesecake Factory Incorporated in Phoenix, AZ, is seeking an IT Services Specialist to provide frontline technical support to employees across our restaurant locations and home office. This role emphasizes resolving technical issues and delivering excellent customer service.

Key responsibilities include managing helpdesk tickets, configuring workstations, and collaborating with team members to improve system usage. The ideal candidate has 1-3+ years of IT support experience and strong communication skills.

Competitive salary and health benefits offered, along with a collaborative work environment.

Qualifications

• Strong customer service and communication skills.
• Ability to troubleshoot technical issues using a structured approach.
• Experience supporting Windows and/or macOS environments.

Responsibilities

• Provide first-line technical support by responding to helpdesk tickets.
• Prioritize support requests based on urgency and business impact.
• Troubleshoot and resolve common technical issues.

Skills

Strong customer service and communication skills

Troubleshoot technical issues

Experience supporting Windows and/or macOS

Basic networking concepts

Managing user accounts in Active Directory

Attention to detail

Education

1–3+ years of IT support experience or equivalent training

Tools

Microsoft Office

ManageEngine Endpoint Central

PowerShell

Job description

IT SERVICES SPECIALIST

PHOENIX, AZ

What we offer

• Competitive salary and bonus opportunity
• Health Benefits within 30 Days; Medical, Dental & Vision
• Retirement savings program (with company match)
• Tuition reimbursement
• Collaborative work environment with opportunity to grow
• Paid Time Off
• Dining Discount of 50% off at all Fox Restaurant Concepts and additional discounts at North Italia and The Cheesecake Factory

The Role

As an IT Services Specialist, you will provide frontline technical support to employees across our restaurant locations and home office (the Big Kitchen). This role focuses on resolving day-to-day technical issues, delivering excellent customer service, and building foundational technical and operational skills within IT Services.

This role is based out of our home office (aka the Big Kitchen) in Phoenix, AZ.

Responsibilities

• Provide first-line technical support by responding to helpdesk tickets, troubleshooting issues, and following up with users
• Prioritize support requests based on urgency and business impact
• Troubleshoot and resolve common technical issues across hardware, operating systems, applications, and basic networking
• Follow established troubleshooting procedures and escalation paths
• Document solutions, ticket updates, and user communication clearly and accurately
• Contribute to and utilize internal knowledge base resources
• Configure and deploy Windows and macOS workstations, as well as iPads
• Install and upgrade software, configure systems, and perform hardware setups both remotely and on-site
• Manage user accounts and access in Active Directory and Okta
• Collaborate with internal team members and third-party vendors to resolve issues and coordinate repairs
• Assist with the deployment and rollout of new technologies
• Provide guidance to users to improve their effective use of systems and tools
• Participate in IT asset inventory management
• Participate in a rotating on-call schedule and work occasional early morning, evening, or weekend hours as needed
• Travel as needed to support restaurant operations

Qualifications

• Strong customer service and communication skills
• Ability to troubleshoot technical issues using a structured, methodical approach
• Experience supporting Windows and/or macOS environments and common business applications (e.g., Microsoft Office)
• Experience with basic networking concepts
• Experience managing user accounts in Active Directory and/or identity platforms such as Okta
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail
• 1–3+ years of IT support experience or equivalent training/education

Preferred Qualifications

• Experience in restaurant or hospitality environments
• Experience with Apple iOS/iPadOS devices
• Familiarity with endpoint management tools (e.g., ManageEngine Endpoint Central)
• Basic scripting experience (e.g., PowerShell or batch scripting)
• Relevant certifications (e.g., CompTIA Network+, Microsoft certifications)

Fox Restaurant Concepts, an entity of the Cheesecake Factory, is an Equal Opportunity and E-Verify Employer. Proof of eligibility to work in the United States is required.