IT Shared Services Technician

Ascent Hospitality Management; Sandy Springs (GA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Competitive salary

Dental insurance

Job summary

Ascent Hospitality Management in Sandy Springs, GA is seeking an IT Shared Services Technician to provide first-level support for enterprise users and retail stores. You will respond to tickets, document actions, and resolve issues per SLA, with escalation as needed.

You will work with Windows and macOS, Toast POS and CrunchTime, supporting hardware like PCs, printers, and peripherals. Strong communication and teamwork are essential, with occasional after-hours support.

Qualifications

• Associate degree or equivalent work experience in IT.
• 1–2 years in a technical support role.
• Proficient with Windows and macOS in enterprise environments.
• Familiar with ITSM tools like ServiceNow or Jira Service Desk.

Responsibilities

• Provide first-level IT support for enterprise users and retail stores.
• Document and resolve service tickets per SLA.
• Support Toast POS and CrunchTime BOH systems.
• Assist onboarding of new employees and hardware setup.
• Escalate complex issues to higher-level IT teams.
• Create and update knowledge base articles for end users.
• Maintain IT hardware and software inventory.

Skills

Strong problem-solving

Excellent communication

Time management

Teamwork

Education

Associate degree in IT or related field

1–2 years of technical support experience

Tools

Windows

macOS

ServiceNow

Jira Service Desk

Toast POS

CrunchTime

Remote Desktop

Job description

Benefits

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance

Job Summary

The IT Shared Services Technician provides first-level technical support to enterprise users and retail store support on various technical issues and problems relating to hardware, software, and peripherals. This role is responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. The IT Shared Services Technician must have excellent problem-solving skills to diagnose, evaluate, and resolve complex issues and escape to higher-level IT support if necessary.

Key Responsibilities

• IT Shared Services Projects Support: Assists in IT support project work across both retail and enterprise sides of the business.
• Retail Application Support: Provides support for Toast POS systems and CrunchTime BOH systems.
• Ticket Management: Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.
• Troubleshooting: Diagnose and resolve technical hardware and software issues involving PCs, laptops, printers, and other peripherals.
• Enterprise Support: Assist with onboarding new employees, including setting up hardware, software, and access to company systems.
• Retail Store Support: Assist with retail technology support, including POS hardware and POS application support, new store setup, closures, and credit card processing and hardware.
• Escalation: Escalate unresolved issues to the next level of support as per the defined escalation process.
• Documentation: Create and update technical documentation and knowledge base articles for both end users, retail store operations, and IT staff.
• Software Installation and Updates: Install, configure, and update software applications and operating systems as needed.
• Security: Assist in maintaining IT security policies and procedures, including user access controls.
• Inventory Management: Maintain and manage IT hardware and software inventory.
• Customer Service: Provide excellent customer service and communication to end users to ensure high levels of user satisfaction.

Education and Experience

• Associate’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• At least 1-2 years of experience in a technical support role or similar position.

Technical Skills

• Proficiency in Windows and macOS operating systems.
• Knowledge of network and server management.
• Familiarity with ITSM software (e.g., ServiceNow, Jira Service Desk).
• Basic understanding of cybersecurity principles and practices
• Experience with remote desktop applications and help desk software.
• Toast POS system and software support experience a plus
• CrunchTime software support experience a plus

Soft Skills

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to handle multiple tasks and prioritize effectively.

Physical Requirements

• Ability to lift and move computer equipment, up to 50 pounds.
• May require prolonged periods of sitting at a desk and working on a computer.

Work Environment

• Office environment with occasional off-site support.
• May require occasional evening or weekend work to perform maintenance or upgrades.

Disclaimer

This position description is not intended, and should not be considered to be, an exhaustive list of all responsibilities, skills, effort or working conditions associated with the job. It is intended to be an accurate reflection of those principal job elements essential for making decisions related to job performance, personal development, and compensation.