IT Support Analyst

Lou Malnati's; Buffalo Grove (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

Lou Malnati’s IT Support Analyst role provides front-line technical support for restaurant locations and the home office. You’ll handle hardware, software, network, and POS issues, document interactions, and escalate when needed.

On-site support and travel to locations are routine, with on-call rotation for after-hours coverage. We value strong customer service, clear communication, and a team-oriented attitude.

Qualifications

• High school diploma required; Associate's degree preferred in IT or related field.
• 1-3 years of help desk or IT support experience.
• CompTIA A+ or equivalent experience preferred.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing system.
• Troubleshoot and resolve hardware, software, network, and POS issues.
• Document all support interactions accurately in the ticketing system.
• Escalate complex issues with complete documentation.
• Perform on-site support at restaurant locations as scheduled.

Skills

Windows

Office 365

Networking basics

Customer service

Troubleshooting procedures

Team oriented

Education

High school diploma

Associate's degree in IT or related field

Tools

Toast POS

POS systems

Ticketing system

Imaging/deployment tools

Job description

Lou Malnati's is seeking an IT Support Analyst to provide front-line technical support to our restaurant locations and home office staff. This role is the first point of contact for technology issues — delivering friendly, effective help across hardware, software, network, and POS systems.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing system
• Troubleshoot and resolve hardware, software, network, and POS issues
• Document all support interactions accurately in the ticketing system
• Escalate complex issues with complete documentation
• Perform on-site support at restaurant locations as scheduled
• Assist with hardware setup, imaging, deployment, and inventory management
• Support new user onboarding
• Contribute to knowledge base documentation
• Participate in an on-call rotation to provide after-hours support to Lou Malnati’s locations
• Travel to Lou Malnati’s restaurant locations and company sites as required
• Performs other related duties as assigned

Basic Knowledge & Competencies:

• Strong end-user computing fundamentals — Windows, Office 365, networking basics
• Excellent customer service and communication skills
• Ability to follow troubleshooting procedures and document clearly
• Positive, team-oriented attitude

Previous Experience/Education:

• High school diploma required; Associate's degree in IT or related field preferred
• 1-3 years of help desk or IT support experience
• CompTIA A+ or equivalent experience preferred
• Restaurant or retail experience a plus
• Point-of-sale (POS) system experience preferred; Toast POS experience a strong plus, including terminal installation, configuration, and troubleshooting
• New store opening (NSO) support experience a plus — hardware staging, on-site deployment, and day-of technical support for restaurant launches
• Required to read and write English, follow verbal and written instructions, and use basic math

Physical Demands and Working Conditions:

• Work performed in an office environment and at restaurant locations as required
• Required to sit and use a computer for extended periods
• Must be able to lift and carry up to 80 lbs. on an occasional basis when moving or relocating computer equipment
• Must have reliable personal transportation capable of securely transporting computer hardware to company locations
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

LEVERAGE AI TOOLS:

Even at the front line of support, AI tools can meaningfully improve the quality and speed of the work. Every IT Support Analyst is expected to use AI as a daily productivity tool.

• Use AI to research unfamiliar error messages and technical issues, finding solutions faster than searching alone
• Apply AI to draft clear, professional ticket notes and escalation documentation
• Leverage AI to help communicate technical issues to non-technical restaurant staff in plain, accessible language
• Use AI to draft knowledge base contributions and step-by-step resolution guides from issues you’ve solved
• Apply AI to learn new technologies and prepare for technical certifications and skill development

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.