IT Support Technician

Prosum; Calabasas (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Prosum is seeking an IT Support Technician to provide essential technical support for multiple restaurant business locations. The role requires 2+ years of experience and expertise in Windows operating systems and Active Directory. Responsibilities include troubleshooting hardware and software issues, supporting end users, and maintaining system availability.

Ideal candidates will possess strong communication and analytical problem-solving skills, ensuring that business-critical systems operate efficiently.

Qualifications

• 2+ years of experience in an IT Service Desk or Help Desk environment.
• Experience providing Tier 1 and 2 technical support for end users.
• Ability to troubleshoot hardware, software, and connectivity issues.

Responsibilities

• Provide Tier 1 and Tier 2 technical support across multiple locations.
• Troubleshoot hardware, software, and connectivity issues.
• Document technical issues and resolutions in the help desk system.

Skills

Windows operating systems (Windows 7/10 or later)

Active Directory

Basic networking principles

Customer service skills

Strong troubleshooting skills

Education

Some college coursework or technical training

Relevant technical certifications such as CompTIA A+, Network+, HDI

Tools

IT service management tools (Ivanti Service Manager, HEAT)

Basic scripting knowledge (PowerShell, VBScript)

Job description

An organization in the hospitality and restaurant industry is seeking an IT Support Technician to provide first- and second-level technical support for multiple business locations. This role supports restaurant and operational technology environments by troubleshooting technical issues, maintaining systems, and ensuring business-critical applications and infrastructure operate efficiently.

The IT Support Technician will collaborate with infrastructure and operations teams to resolve technical problems, support end users, and maintain a high level of system availability across locations.

Technical Support (Approximately 80%)

• Provide Tier 1 and Tier 2 technical support for end users across multiple locations.
• Troubleshoot and resolve hardware, software, and connectivity issues using established troubleshooting methods.
• Perform hands‑on support activities such as installing and upgrading software, installing hardware, and configuring systems and applications.
• Provide remote troubleshooting support using phone, remote management tools, and other support technologies.
• Perform preventative maintenance on workstations, laptops, printers, and related peripherals.
• Coordinate warranty repairs with approved vendors and service partners.
• Provision and configure new user accounts, including domain access, email accounts, and group memberships.
• Image and configure new workstations and laptops for employee use.
• Maintain and update internal knowledge base documentation related to troubleshooting procedures and technical solutions.

Documentation & Process Management (Approximately 20%)

• Record, track, and document technical issues and resolutions in the help desk or ticketing system.
• Maintain accurate records of troubleshooting steps, actions taken, and outcomes for each service request.

Required Qualifications

• Some college coursework and/or completion of a technical training program.
• 2+ years of experience working in an IT Service Desk or Help Desk environment.
• Experience supporting Windows operating systems (Windows 7/10 or later).
• 2+ years of experience with Active Directory, including user and group management.
• Understanding of basic networking principles.
• Knowledge of computer hardware including:
• Desktop and laptop systems
• Networking equipment
• Wireless access points
• Printers and peripherals

Preferred Qualifications

• Experience with IT service management or CRM tools (e.g., Ivanti Service Manager, HEAT, or similar).
• Relevant technical certifications such as CompTIA A+, Network+, HDI, or Microsoft certifications.
• Experience supporting point-of-sale systems or restaurant applications.
• Experience with systems lifecycle management or endpoint management tools.
• Basic scripting knowledge using PowerShell, VBScript, or batch scripting.
• Strong written and verbal communication skills.
• Customer-focused mindset with a service-oriented approach.
• Ability to maintain confidentiality and handle sensitive information with integrity.
• Strong troubleshooting and analytical problem‑solving skills.
• Ability to work both independently and collaboratively within a team environment.

This role supports a distributed operational environment and may involve supporting multiple locations and end users across business units. Candidates should be comfortable working in a fast‑paced environment and providing responsive support for business-critical systems.