IT Support Specialist

Sugar Mountain; Seattle (WA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision, and life

401(k) plan with company match

35% discount at Sugar Mountain

Paid time off 15 days

9 paid holidays

Job summary

Sugar Mountain is seeking an IT Support Specialist to own technology support across Seattle-area offices, a production facility, restaurants, and shops. You’ll be the first point of contact for issues, handling first-line support and gradually growing into network, infrastructure, and security responsibilities.

Role requires five days on-site with occasional after-hours work. You’ll use AI to speed up support, set up new hires, and assist with POS devices and restaurant tech across locations.

Qualifications

• 3+ years of help desk or desktop support experience.
• Fluent with AI tools, using them regularly to troubleshoot, write documentation, or automate repetitive work.
• Strong with Windows, Microsoft 365, and Entra ID, plus printers, hardware, and account administration.
• Networking fundamentals, or a genuine appetite to learn infrastructure and security.

Responsibilities

• First-line support across all sites: tickets, password resets, printers, hardware, walk-ups, and day-to-day operations.
• Triage, prioritize, elevate, and maintain the help desk queue and documentation.
• User lifecycle: onboarding/offboarding, device setup, and account provisioning in Microsoft Entra ID.
• Restaurant and Café tech: POS devices and restaurant desk phones, setup, programming, and fixes with retail/restaurant teams.
• Site visits: regular visits to locations for routine maintenance and early issue detection.
• AI-assisted support: use AI tools, help build self-service and automation to preempt tickets.

Skills

Help desk experience

AI tools proficiency

Windows & Microsoft 365

Entra ID

Printers & hardware

Networking fundamentals

Self-starter

Creative problem solving

Customer-service mindset

Driving between sites

Job description

Be the go-to tech person behind a family of great food brands.

Sugar Mountain is a creative, family-owned food company that is home to extraordinary brands like Beecher's Handmade Cheese, Mishima Reserve, Pasta & Co, and The Butcher's Table. You may know Beecher's for our iconic “World's Best” Mac & Cheese and award-winning artisan cheeses. Our mission is to Change the Way America Eats through pure, additive-free food made with high-quality ingredients. We operate like a high-growth startup: lean, fast-moving, and focused on solving real problems. For 9 years now, we've been recognized as a Great Place to Work, and we're proud of the value-driven, mission-forward culture that fuels our growth.

We're looking for an IT Support Specialist to own how technology support works across our Seattle-area office, production facility, restaurants, and shops. You'll be the first person people call when something breaks, and the person who makes sure it breaks less often next time.

We're light and mobile, and this role is too. Things move fast here: priorities shift, new projects land, and in a single week you might set up a new hire at headquarters, fix a register at one of our Beecher’s Locations, and swap a phone on a restaurant line. You'll take first-line work off the rest of the team, and over time you'll grow into our network, infrastructure, and security work.

We're looking for a problem-solver, not a ticket-closer. When something breaks, you don't just reset it and move on. You dig in, figure out why, and fix it so it stays fixed. If the answer isn't in a manual, you find a creative way there. You'll have people to go to and regular check-ins, but you won't wait to be told what's next. We're building toward being an AI-native company, bringing AI into how every team works, IT included. We want someone who's excited to help get us there, starting with using AI to make support faster and smarter.

This role requires an on-site presence five days per week, with occasional after-hours work, such as an early install or an urgent issue at a restaurant.

What You’ll Own

• First-line support across every site: tickets, password resets, printers, hardware, walk-ups, and the day-to-day that keeps people working.
• The help desk itself: triage, prioritize, elevate, and keep the queue and documentation current.
• User lifecycle: onboarding and offboarding, device setup, and account provisioning in Microsoft Entra ID.
• Restaurant and Café tech: point-of-sale devices and restaurant desk phones, including setup, programming, and fixes alongside our retail and restaurant teams.
• Site visits: regular visits to each location for routine maintenance, catching small issues before they grow.
• AI-assisted support: use AI tools in your daily work, and help build the self-service and automation that answer common questions before they become tickets.

What You’ll Grow Into

• Infrastructure: network and Wi-Fi, basic systems, and connectivity across sites.
• Cybersecurity: endpoint hygiene, secure logins, phishing awareness, and basic incident response.

What You’ll Bring

• 3+ years of help desk or desktop support experience.
• Fluent with AI tools, using them regularly to troubleshoot, write documentation, or automate repetitive work, and you know how to check the output before you trust it.
• Strong with Windows, Microsoft 365, and Entra ID, plus printers, hardware, and account administration.
• Networking fundamentals, or a genuine appetite to learn infrastructure and security.
• A self-starter who sees a problem and takes it on without being asked, then follows it through to done.
• Creative about fixes: when the obvious answer doesn't work, you find another way, and when the same issue keeps coming back, you find the root cause.
• A friendly, service-first attitude, and the ability to explain technical things to non-technical people.
• A reliable vehicle and valid driver's license for travel between our sites.
• Able to lift and move equipment up to 50lbs.

Nice To Have

• Point-of-sale, restaurant, or retail technology experience.
• Network security or infrastructure experience.
• Scripting or automation experience.
• A genuine interest in food is a big plus.

Why Sugar Mountain?

You’ll support a unique mix of businesses: cheese, beef, frozen food, restaurants, and office operations. We’re a small, close-knit company, so your work gets noticed and makes a difference right away. Our leaders work right alongside their teams, people pitch in across departments, and everyone takes real pride in what we make.

And you’ll eat very well. Daily catered lunches made by our corporate development chefs. American Wagyu steak tastings. Artisanal cheese tastings. New recipe development and product testing, where everyone weighs in. The list goes on.

Compensation & Benefits

The starting salary range for this position is $70,000 to $80,000 per year, plus an annual bonus plan. Actual compensation will be determined by skills, experience, and relevant education or training.

We offer a comprehensive benefits package that includes medical, dental, vision, and life insurance, 15 days of paid time off, 9 paid holidays, and a 401(k) plan with a company match. Employees also enjoy a 35% discount at Sugar Mountain locations.

Commitment to Our Communities

Sugar Mountain has created the Beecher's Foundation, a non-profit funded by a portion of sales from companies under the Sugar Mountain umbrella. Aimed at educating people about the prevalence of food additives and their possible health risks, the Foundation is about giving people the tools they need to make healthy eating choices for life.

We are committed to fostering a workplace where individuals of all cultures, genders, ages, sexual orientations, and abilities feel valued, respected, and empowered. Our goal is to build a team that reflects the diversity of the communities we serve and creates an environment where everyone belongs.

Sugar Mountain is a tobacco-free company.