IT Support Analyst - Frontline Helpdesk & On-Site Tech

Lou Malnati's Pizzeria; Buffalo Grove (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

Lou Malnati's IT Support Analyst helps provide frontline technical support for restaurant locations and home office staff. You will resolve hardware, software, network, and POS issues, document interactions, and assist with onboarding and knowledge base creation.

This role includes on-site deployment, on-call rotation for after-hours support, and travel to restaurant sites as required. Strong customer service and IT fundamentals are essential.

Qualifications

• 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.

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.
• 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.

Skills

Windows

Office 365

Networking basics

Customer service

Troubleshooting

Communication

Education

High school diploma

Associate's degree in IT or related field

Tools

Toast POS

Ticketing system

Job description

Lou Malnati's IT Support Analyst helps provide frontline technical support for restaurant locations and home office staff. You will resolve hardware, software, network, and POS issues, document interactions, and assist with onboarding and knowledge base creation.

This role includes on-site deployment, on-call rotation for after-hours support, and travel to restaurant sites as required. Strong customer service and IT fundamentals are essential.